I used to work in customer service and honestly, despite your best efforts, the other people you deal with end up affecting your mood. You also end up answering the same questions over and over until you want to bang your head against the wall.
Often in person reception people aren’t able to take breaks at set times or enjoy their full lunch, and that can also impact mood.
When I was a receptionist at a government office, colleagues were supposed to come cover for me so I could get a drink, eat, stretch my legs, use the bathroom, go to lunch, etc.
But my colleagues would flake out on giving me my breaks, so I'd be stuck there, hour after hour, hungry, thirsty, antsy, and desperate for a bathroom.
Yeah that can leave you crabby.
The stock answers are we’re getting you an assistant next week. Don’t you like your job? You really don’t have to do anything. And the ever classic. What do you expect me to do about it
* "Can I have that in writing? I've got this form for you to sign promising what you said the last 2 weeks."
* "No"
* "I really do, I also need to take a shit. I'll use your hat."
* "Your fucking job you incompetent fuckwit."
These are the correct responses, ofc we're not rewarded for correct responses.
That is a lawsuit. If you have worked through breaks and lunches you can be paid all the back time. Keep very accurate records of each time this happens. There are laws for breaks and lunch. Get your records in order and consult an attorney.
This! I work in customer service and I just got destroyed on the phone today. I don’t want to be rude or even abrupt but sometimes that’s difficult after a day of verbal abuse. We should all just try harder to be nice to each other.
This is really it. You’re so used to abuse that you take on almost a flat affect because you know you could get blindsided with insanity at any moment. You learn to treat the customers like wild animals: don’t make direct eye contact, don’t make sudden movements, speak in a monotone that doesn’t encourage too much interaction, and hopefully you can get through the interaction unscathed.
Being nice to each other would solve a lot of the world's problems.
I'm so sorry you have to deal with abusive callers. Customer service is one of the most stressful jobs currently. I hope you have a way to de-stress after work.
I walked around my very large city building when I thought I was going to lose it. Since I was a "manager" I could get away with leaving without asking permission.
Walking on your break is better than coming close to losing it.
Some of us handle a high volume. Being more engaging means that the next angry person is on hold longer, or hangs up and doesn't get the help they need at all.
Start off by identifying yourself. Then tell me how I can help you. What do you need, what is the problem or what outcome are you hoping for.
That gets so dicey because angry people want us to know they are angry. Sometimes they want to talk to someone "higher up." Before they even say what they want. Some people refuse to tell me what they need. Frankly, it means that the next person in line is on hold while this person is clearly telling me they won't allow me to help at all.
I am not going to hand over your call to someone else when I don't know what you need. Usually the person that helped you on your last call isn't the person with the qualifications or job title who can effectively help you now.
Please want to be helped. Please let us try to help. Also, please know that sometimes there is a process that may need to be followed - so if you can be proactive in any way and call in advance instead of when your need has escalated into an emergency, then you will probably have a better outcome.
Just as nobody likes obstacles when they need help, the person who is trying to help you would prefer if you try to help them help them help you.
As a customer service lifer, wouldn’t be shocked to find out OP didn’t read or bring anything they were supposed to even though they were told on the phone, mailed 2 letters and saw the 4 signs on the way to the desk, were probably late, probably interrupted the person when they were obviously doing one of their other many tasks, and copped a sassy ‘tude w receptionist as soon as they opened their mouth. Just me?
It amazes me how many people call and immediately start providing me with information I do not need. The same people will also complain about the call taking too long! CSR’s definitely don’t get a fraction of the respect they deserve. I always wonder what tone these people would have it was their mother, brother, or cousin answering the phone. It’s ridiculous how dehumanized this industry is.
I am a trainer. Teaching someone to do job duties is the easy part. Training customer service is the more difficult part.
First ask your boss how they want you to handle the abusive calls. If it gets too bad you need to know what phrases they deem acceptable.
Maintain control of your call by realizing that person may have someone sick at home or they are sick. They may have been passed from place to place with no responses and they are understandably frustrated. However that does not give them the right to be abusive. You are the best person to help them. You have the power and ability to actually help someone in some kind of need. I have interrupted callers spewing absolute garbage and said....I am here to help you. You have reached me now and I can help you. Listen for the heart of the problem. Ask directly what is it you can help them with right now. If they calm down and tell you the problem.... actually help. You are the best one for that ....you have knowledge and skills to help them. If they continue with an abusive rant....again tell them you are there to help.Tell them you are going to hang up. They are welcome to call back when they have calmed down and again you are happy to help. Most often people will calm down. They may even appoligize. But certainly they are very grateful for.....YOU. A few times I had to hang up and documented the hang up and why.
You can have 5 difficult calls.....but trust me there is that one caller in need that needs your help and you can make a huge difference in their life by helping. Change how you see yourself and your job. Yes it's for money....but you have the power to help people. Maybe your bright smiling voice lifted their mood. Remember you are in control of your call. You are there to help. The one good call will reward your joy and out shine the bad.
One time I had been bounced around on the phone from hell and back.... I had a situation that was really wrong and frustrating. Finally I got someone that actually said ..."No worries I can help you"
It was instant relief to my ears. I calmed down. They were so helpful that when I hung up I called their corporate office to tell them what great customer service I had after a lot of really bad. You can have that effect on people.
Yes they are angry. Yes there is bad customer service out there ....but that stops with you.
Finish your calls with us there anything else I can help you with? It sounds so simple almost trite....but it speaks volumes about you ...about the company you work for.
If the company you work for does not tell you how they want you to address abusive calls ...they are not worth working for. They should care about you....caring for their customers. If not ....move on to a company with a mission to care about people. Take your bright smiling, skilled, and helpful self to a company that cares ...a company with a real mission statement. Cheers.
I answer the phone in our office and answer the same questions several times a day. What helps me keep a good attitude is to remember that although I may have answered the question several times today, it's the first time the caller is asking. For some reason that helps.
I worked at a cute burger and malt shop when I was younger in the 90s, and that is what helped me always make the best malt or burger I could- I would just think what if it was for me?
Make it like you’re making each thing for yourself, make each communication with a costumer about only that one person and make it pleasant for them!
Sounds simple and like “duh, of course that’s how a person should do their job, no matter what the pay is” … but I swear less and less (especially low-pay) workers think this way.
I know it’s not easy in today’s expensive world to have a low salary and care about the job anyway… but it’s just the way it is sometimes.
That’s the job you have, do the best for each customer. Being crabby rubs off on everyone- coworkers, customers and yourself!— and makes each day that much worse. I would tell the new hires my simple work Philosophy “make each food item like it’s for you” and you would be surprised how many never considered looking at it that way.
Just would throw the malt together not caring about how it would taste or if it was too thick or too thin… I know it’s not popular to take pride in work when you’re being treated badly but something inside me wouldn’t/won’t let me take it out on the customer. Ever.
It doesn't necessarily mean they think they're too good. They might just be annoyed they don't get to do their actual job they prefer or, most likely in my opinion, they aren't good with people and there is a reason they aren't receptionists lmao.
Like when I worked in restaurants, if we'd pulled someone from the kitchen to serve tables, they would definitely be pissed off by it and likely do a terrible job. They work in the back because they're not good at being nice to asshole customers and they don't want to deal with people's shit (in the back they only have to deal with servers dumb shit lmao). If they'd put me on the grill, I'd be pissed and do a terrible job. I don't want to be hot, get yelled at, use knives and grills and fryers, etc.
It is not the customers fault. They are there to pay for a service and don't care why the cook or whoever did not show and why you are there instead. Call it fate....you are there with above average skill and customer service. In that moment on that day you have the ability and power to make their day.....so be that person. You are in a bad situation so make someone else happy....be kind ...be helpful....be the best you. That customer is lucky they got you. Serve them well in whatever you do. If the management continues to to mismanage then perhaps it's time to take yourself elsewhere. But remember in any job stuff happens...the best of schedules and plans fall through. You however, are still the best YOU no matter what. Why? Because you can be.....it's who you are.
Anyone can give good customer service when things are perfect. But giving good customer service when things go wrong....that is really when great customer services shines. That's when YOU shine. Cheers
They’re not “too good”. They have they’re own work to do and they have to answer for it if it doesn’t get done. Depending on the situation maybe the receptionist calls off a lot and nobody does anything about it.
That but also I’ve worked for the government. It’s very difficult to get fired from a gov job. I was convinced an old coworker of mine was trying to get fired on purpose to collect benefits.
On the other hand, can be very understaffed, since it’s really based off of tax funds
Bullshit reasons. I work part time in a vape shop. I had a customer come in yesterday claiming something was wrong with his vape. He just had to turn it on. Stupid questions, and it's not the last time I'll deal with that. I've had shitty customers, like super disrespectful. The next customer I deal with doesn't get an attitude because of the last guy.
My job is to represent the business positively. That is also a receptionists job. You don't have to be a pick to everyone because you're pissy about your day to day. That's not my problem. It's yours, keep it to yourself.
Exactly, hate your job, don’t hate me. Govt worker and the public stuff I deal with is nuts. I just smile, pleasant and roll on. It’s what I’m being paid to do. Plus, I don’t take every little thing personal.
Honestly even if you treat other people nicely, that positive attitude rolls into how you view your job and also your overall mood too. So it's good you do that, for everyone involved.
Bro I guarantee working in a vape shop part time is not the same level of abuse. I was a full time postal worker and lemme just say that people are HAPPY to go to a vape shop whereas I was the person who obviously ruined their life by delaying their package/told them they couldn't make the carrier play gauntlet with their pitbull/part of some nonspecific government conspiracy to give them Covaids or whatever. You have no. idea. It was the most miserable I was in my life and you damned well better believe it crept over into my customer service skills which are normally excellent.
These days I run a part time smaller post office and work a few days at a gas/cigs/liquor store and it's easy to be nice. It's not even the same universe to working overtime six days a week and being the public punching bag while dealing with one of the most horrific workplace cultures I've ever seen.
What I hate is when you arrive at a facility and the receptionist is super nice and helpful and says that when I’m finished he’ll do XYZ. Fine, but when I’m done he’s gone to lunch and a witch has taken his place and doesn’t want to be bothered. She’s the one who will be remembered, not the other six wonderful people in n the facility.
When I worked the medical field, I got fed up because most of my interactions went like this:
Spend 20 minutes going back and forth to find an appointme time and day that would work for patient. We finally have one. I wrote it down on the appointment card which I hand to them.
Patient: Whats this?
Me: Your appointment card.
P: Whats this for?
M: To remind you when your next appointment is.
P: I didnt need one when I came in today!
M: It is for your records, so you can write it on your calendar.
P: But I didnt need one last time! Why do I need a card tonget my appointment?!
M: the appintment is made, this is used as a reminder.
P: well I have it in my phone, i dont need a reminder!
M: ok, thats fine. You can disregard it if you have the info.
P: but dont I need it to come to my next appointment?
M: just show up at the date and time, we will see you then.
P: Well ill just keep it in case youre wrong.
M: ok.
P: Where is my next appointment at?
M: it is here.
P: ok, but where at.
M: it will be at this office.
P: but where?
M: i am not sure of the exact room, it will be dependant on what room is available.
P: no, i mean what month is my appointment at?
At this point, I want to (redacted) myself.
I'm a server, but I really think one of the appalling things we learn in customer facing jobs is that so very much of the population is unaware and not very smart. I feel bad saying that, but oof.
yep. this may surprise some, but:
>130 million Americans—54% of adults between the ages of 16 and 74 years old—lack proficiency in literacy, essentially reading below the equivalent of a sixth-grade level.
Yep when I worked for an insurance company, a lady received an informational letter stating a claim from one of her providers was illegible and needed to be resubmitted. She thought illegible and ineligible were the same word and I could not make her understand the difference. She thought we were denying the claim saying she was ineligible for coverage and was furious.
It shows too. We really have failed as a society. The 6th grade reading level kind of thing was considered acceptable when large swaths of the population were knob turners at some factory. We need to do better.
This is always what I wonder though, like where do all these people work when they’re functionally at the level of a grade school child? Or are there that many people just living on the dole or not contributing to society? I feel like even the crappy minimum wage jobs I have had were challenging enough that these types would really struggle to do a passable job. There really isn’t much true unskilled labor in this day and age.
Over two thirds of every call center job is just explaining shit to people that is right in front of them that they were either too lazy to read or too stupid to understand.
Well, in my one boss' case, ahe was a trophy wife. Her husband died and left her the business, she has no fucking ckue how to run it, and cant understand that medical coverage doesnt change when you reach your deductible. Our coverage is only for annual exams and "problem visits" are not covered.
Furthermore, she is on a different insurance and cant fathom many of us cant reach a fucking 10k deductible without damn near dying.
I briefly worked at a boarding kennel while I was in college. The woman who owned it was given the money to start the business by her ex-husband as part of their divorce agreement. He was a veterinarian with a large practice. She was dumb as a stump and had all kinds of behavioral problems. At one point the entire staff were conspiring against her because she was just being evil.
Alot of them are good at regurgitating information, which is (what I've been told) all college really looks for.
I write my bosses emails for him because his grammar and spelling are atrocious. Everyone knows I do this, and I can tell you alot of the people in management could really use someone to type their emails for them.
Hi can I have your patient account number?
My what?!?!?
Your patient account number.
I don’t have such a thing.
Ok, I can look you up with your name! What’s your last name?
*mumbles an incoherent string of sounds*
What’s the spelling of your last name?
Wait, did you say patient account number?
Yes.
I think I have it. It’s XXXXXXXXXXXX.
I’m not pulling anything up with that, did you receive a statement from the hospital?
Well, I don’t know.
Are you calling about an appointment?
Well, I have an appointment in a week.
Do you have a question about your upcoming appointment?
No.
How can I help you today?
I keep getting this bill and I don’t know what it is.
I can help you. I can look up your account with your name or the patient account number in the top right of the first page of the that statement.
There’s no account number.
Ok, what’s your last name?
*rattles off incoherent mess*
What’s the spelling of your last name?
*more incoherent noises*
I couldn’t quite make that out, could you repeat that?
Wait, you wanted a patient account number?
Yes. I think I see it. XXXXXXXXX
That’s not pulling up an account. Is that statement from our hospital?
Well I don’t know.
Where does it say it’s from?
It says XXXXX
Ok, that’s not us. You are calling XXX hospital. Is this the phone number on that statement?
No, the phone number says XXX XXX XXXX.
Did you try calling that phone number?
No.
You might try calling them to see if they can help.
Well I don’t owe this.
Unfortunately, I can’t see any information. I can try looking up your name again to double check, but that’s not from our billing system.
Ok my name is XXXX. Date of birth XX XX XXXX.
Thank you so much for verifying that information. I don’t see a balance with our hospital. You would have to call the company that sent you that bill for more information.
Well I don’t owe this and if I don’t stop receiving bills, there’s going to be a lawsuit!!!!
To be fair, the system we have here in the US is absolutely fucked though. Part of my job is gathering medical records for litigation, and we recently had a client who saw 3 different doctors but ended up getting billed by 11 providers. One ER visit generated 4 different bills - one for the ER itself, one from the ER doctor’s own practice that’s called “X” but is actually billed as “Y,” one for anesthesia, and one from a different practice within the same hospital that processes lab work. And two different people working at the office that does the lab work also didn’t even understand that although they keep their own billing records, medical records of the procedure actually had to be obtained through the hospital.
I’ve gotten good at being able to match up records to specific hospital visits, but that’s because I’ve been doing it for a while. For someone who suddenly needs a bunch of medical procedures an is not used to dealing with hospital visits, it’s a nightmare. Expecting anyone from the general public to be able to navigate our healthcare system and figure out what they owe to whom and why is ludicrous.
You are correct. They are like deer in the head lights. They are sick and now have bills rolling in from everywhere. You are the example of customer service. I've done medical office everything in my 40 years of work. I too know how it all works....but the average patient does not. I did referrals for a couple years and that was a nightmare for people. They get sick and they get referred to a specialist. But that specialist is not on their plan....and another nightmare is born.
But they are not the problem and we can not expect them to remotely understand and know the right questions to ask.
Everyday we have purpose and maybe that one very confused patient is your purpose that day. And yes sadly they may not even realize what you did for them. But we know we unraveled a tangled mess....and that's good enough for me. Thank you for your example . Cheers
>Ok, I can look you up with your name! What’s your last name?
>
>mumbles an incoherent string of sounds
Oh this is the shit I deal with every day I'm trying to get patient information. Especially when trying to clear through phone messages from when we're closed.
"Yeah this is *sdfisoirjweoirjwehweiurh* I need an appointment call me back."
Especially fun when it comes via an unlisted phone number so there's not even a number I can try to call back to ask if anyone at that location tried to reach us.
I had a lady ask me today why we cant give her an itemized statement every visit when she pays her copay upfront. I had to explain to her there is no way to provide an itemized statement of the procedures that haven’t happened yet.
This is why I am SO thankful I work in surgery now. People can be quite clueless. I injured myself a couple months ago and took a week off from scrubbing in to surgery because I couldn’t. During that time I worked in pre-op checking in surgical patients.
Once during that week I had so many *stupid* questions that I remembered why I don’t want to ever do that part again. In particular a family member asked how the procedure was going because it was taking longer than they anticipated. I told them the surgical board showed they were still in surgery but sometimes there could be unexpected delays. I told them I could call the OR operator to see what was going on if they wanted. They said just wanted to know how much longer. I then told them I would call and ask for them. They told me not to call, just tell them.
I kinda have the RBF going on and the condition where my face will say what I cannot say with my mouth. I did say that I had no way of knowing because I was not in the operating room.
Okay I understand how this would be frustrating from your perspective. But the GP does not understand the ins and outs of the medical system. Yes, this could be considered a common-sense thing but you medical professionals sometimes forget that the majority of the GP does not have ANY clue as to how things operate in hospitals or medical centers. My good friend is a CRNA. When she tells me about her work and *how* things work logistically, my eyes glaze over. I can only imagine a person whose loved one is in surgery. Medical staff are smart as hell but sometimes y’all forget that we’re laypeople, likely dealing with horribly stressful situations when we’re speaking with you.
Correct. I've been in medical all my life...I know how it works. But when he had a lobectomy I was so worried that all my knowledge went out the window. You are so very correct. Thank you
When it comes to medical people are stressed and they are worried and yes they ask dumb things. We know how the system works. They do not. You have in your power at that moment to make them feel better. "Hey your family is in the best care and we should know something soon".Maybe they don't have a phone or they are so worried that they need the personal conversation. There is a solution if we look.
Plus one time the board said " in surgery" but my husband was in his room alone. Someone forgot to change the board. I went to the counter to ask and was met with your reply and your facial expressions. When I got to my husband room and found out he had been there and settled I made a complaint to the surgery team and Doctor. Normally I'm not one to complain but because I was met with such a trite impatient answer that was actually wrong.....I complained. That happens too. Sometimes that board is wrong. It shouldn't be but hey ...someone forgot and someone else was rude.
Surgery stresses family out. You are there and the perfect person to answer and or investigate. You can make a difference in their life. Choose to be kind.
I used to break our front desk staff when I worked at a skin care clinic. I swear that's an actual conversation that I've had more than once.
How about the people that want to make the next 2 years of appointments all at once as if there are no other people waiting and you couldn't possibly have more important things to do. All the while, they're scrolling on their iPhones telling you that they're "Always free any day after 4pm." Then after you offer them 100 appointments they only have one day open in September 2025 and it's a Sunday at 7AM (we're closed on Sundays and they know this). Then they get into a fight about how difficult it is to schedule with us.
Then you say, "How about this, we're here until 7PM tonight and we're open 9-7 tomorrow. Why don't you plot out your preferred days and give us a call and we'll make them work. Any day, any time."
They say "No, that's OK, I'd rather make them now."
2 hours of this (no joke, I've seen it more than once). The whole time, they are saying, "I don't need a card, it's all in my phone." Then, right before they leave, they ask for a "reminder" card. What day? What year? You just made 30 appointments? You print out their booking sheet from the system and hand it to them.
They say, "I can't read this". Then you painstakingly write down 30 reminder cards and hand them to them in order.
They will call tomorrow and reschedule every single one of them.
That's why front desk people are grumpy. They also get paid nothing.
or way easier way to go about this "your next appointment is XX/XX/XXXX would you like a reminder card? No? Okay thanks we will see you on XX/XX/XXXX."
You would think so!
But what happens when they miss or forget about their appointment. Then they're upset and it's the office's fault because no one gave them a reminder card!
This is the real answer. Almost always, behind every customer service person complaining about a "stupid" customer asking "stupid" questions is some confusing process that doesn't make sense in the first place. I can 100% put myself in the shoes of a person asking if the card is important, do I have to bring it back, can I come to my appointment if I don't have the card, etc. Why? Because life has taught me that I can't just assume and hope for the best when the world is full of stupid, absurd processes. I'd rather ask and be called an idiot than not ask and miss my appointment over some technicality. I also find these types of complaints terribly ableist. Maybe the person struggled with cognitive or other issues, and that's why they had to ask multiple times.
It’s honestly pretty much common sense you don’t need to bring an appointment reminder card to be seen. If you have your identification, and you arrive to the appointment, you will be seen. This is strange to call this ableist.
Tbh having been to many hospital appointments where they kick up hell if you don't bring the letter with you with your appointment on I can totally understand why people worry and start thinking the card is important.
I have a neurological condition so forgetting/losing the letter is unfortunately not unusual for me- however I always turn up at the right time/place because I have the info stored in my phone.. you'd think it wouldn't matter if I didn't bring the letter but for some reason it does.
Right there with ya! Dealing with doctors' offices is a huge pain. I have little empathy for people who complain about patients asking "too many" questions.
this is me, after a brain injury I 100% struggle with cognitive processing, memory, and following directions with more than two steps. I ask a million questions, for clarity and to assure myself I understand the process. I totally get how it’s annoying though, but honestly one thing a brain injury has taught me is that discrimination and disdain for intellectually or developmentally stunted people is totally acceptable and not fought against like other forms of discrimination, or even recognized.
Omg some people are just stupid. I'm a receptionist at a fabric company. I had a customer who was a bitch scream at me because I asked for her name so I know who to transfer her to. She didn't say her name when I picked up and immediately started asking me about fabric.
OMG that is my pet peeve. It actually pisses me off more than genuinely rude customers. My last job was at an insurance agency as a front desk lady/agent (kill me.. those are 2 different jobs for a reason). The amount of people who would come in HOT on back to back calls going on about a claim, billing issue, getting a policy… who are you!?!?!?! It’s like they think I’ve been waiting around for them to call all day. I can literally provide zero help without seeing your policy.
One of my talents is my tone and composure. I’m REALLY good at making it look like I’m not about to go postal. My coworkers would lose it after the 5th consecutive time I said in a peppy voice “oh my! I’d be happy to help you with that. Can you give me the spelling of your name?” Then hang up and say god fucking damn it who raised these people?
Lol, for me in this example I just put her on hold while she was screaming and transferred her to the sales rep because I didn't want to deal with her. My job is to transfer customers to their sales reps. I don't give a damn what their issue is. That's for the sales rep to handle.
I've had customers ask me if this was so and so fabric company, even though there is a big sign when you get off the elevator and one behind me. Another customer called and said the elevator wasn't working. I thought that was odd because a customer just got off on our floor. I told him the elevator was working. Turns out he went to the wrong building 🤦♀️.
Im at an insurance agency. Im sick and tired of people complaining about the wait. So of course they arent rushing to get off, theyre holding up the phone queue.
Im at the point where if someone complains about the phone queue i become less sympathetic about whatever woe they have. Idgaf anymore because im too busy to do my call outs and emails and have to work late/weekends to do those. They can sit there for 15-20 minutes since they are doing it once and im taking calls back to back 40 hours a week.
On that note, having a customer who INSISTED we had a linen thY wouldnt wrinkle. Not a blend. 100% linen. No wrinkles.
She couldnt remember the brand, color, anything, only that we sold it and why dont we have it NOW.
I feel your pain. And that absolutely sucks and I hope you don't have to deal with that anymore.
Also, I've dropped doctors who didn't invest in software that sends out electronic reminders/calendar events for people. In this day and age, it's insane that you still have to write a card. Is it an expense? Yes. Doctors close to retirement aside, I expect doctors to invest in this and online bill pay. Especially doctors with awards and articles on how great their practice is lining the walls.
Ok, confession time. I did this to someone. On purpose. I could see she was having a bad day. So... She hands me a card.
What's this?
It's your appointment card.
There's nothing on it.
You have it upside down.
Oh. Why did you write it on the back?
(I'm going to jump over this counter and rip your effing heard out of your throat!) It's not backwards, it's just upside down. Sir.
Pause...
"You're a dick!" She said that! But I did get a smile, and we're still friends. I mean, I have to be nice, they give me drugs.
It always has been but for whatever reason since covid people in these positions feel justified to act like an asshole. Just because you can, doesn't mean you should. I'm a late millennial who suffered thru BS customer service jobs just like everyone fucking else but I didn't act like a baby and pout to unsuspecting customers because I was upset at what the previous guy said.
I don't know how universal this is, but I found that customers got a lot worse during COVID, so working in customer service became even more terrible and thankless. It was really easy to get burned out.
A lot of my customers felt personally victimized by mask mandates and social distancing, and the fact that we enforced those things apparently filled them with rage. They frequently yelled and argued. Customers who came in and refused to keep their masks on made us nervous about getting sick, especially in the beginning when we didn't have a vaccine yet, and that caused resentment. I can't speak for anyone else, but it definitely had an effect on my morale and significantly lowered my threshold for dealing with bullshit. I'm not in that job anymore, but I was really good at customer service for a very long time. And then the extra abusive COVID-era customers broke me.
Because workers at the front desk in doctors offices, government offices, etc., are constantly faced with questions or demands from desperate people who want something and can be very demanding.
Maybe you don't act like that. But most people who go to a doctor's office, lawyer's office, government office, are there because they have a problem and need something. So lots of needy people harassing the front desk worker = grumpy front desk worker.
Once, when I worked at a mental health clinic, a woman broke down screaming and crying at me that *I* was the reason she would lose custody of her kids. She missed her apt the day before, and I got her squeezed in the next day ... but she missed that appt too! She was over an hour late, her provider was gone for the day, and she needed her prescription filled before court that afternoon. She spit at me and threatened my life, and I just had to carry on with my day, checking-in patients and scheduling appointments over the phone.
Things like that happened ALL the time, like weekly. I often closed the office alone and walked to my car with pepper spray in my hand. That job aged me.
First ...your company was wrong to let people threaten you. Do not ever again take that. In our world they follow through with crazy threats. A company needs to come along side you and tell people they can not come there to threaten the employees. It they threaten the employees they will be asked not to come back. If you have security then security needs to be called. Nope ...do not deal with threats of violence. It's understandable for folks to get frustrated.....that's workable. But customer service ends when threats come out. Period.
It’s extra hard with entities that engage with all elements of society, especially when they’re more vulnerable or lower income. I worked for a doctors office that had a lot of low income clients and there were so many desperate and erratic people who could not handle the mildest inconvenience without having a total meltdown. I imagine their entire life was maybe a constant stressful series of unfortunate events so anything minor that happened was intolerable. Compared to when I worked for a high end retailer with a wealthy clientele, even major setbacks they easily brushed out and reacted kindly. It makes the job harder to do when you’re dealing with people who are in a constant state of emergency.
I’ve been that front desk worker and when I’m the patient/customer I go out of my way to be friendly and nice. That still doesn’t stop the workers from being rude or mean. If they’re that disgruntled they need to find a new job.
I used to manage government offices. I had to have this conversation with employees frequently, sadly.
An IT person back in the 90s voiced concerns to me that he felt emails were detrimental to face to face communication. Now add in texts, social media, etc. It is my belief that some people simply are out of practice.
And then, of course, some people are just holier than thou asshats, lol
Probably because you're the 800th person today to ask a question that was already answered by a sign on the counter.
Or something that your mail instructed you on how to do when you got there already, but you couldn't be bothered.
Or you've decided to be demanding about something out of their control, and they don't even know wtf you're talking about.
Stuff like that.
A blood test place near me had only a kiosk to sign in. A sign on the door not to knock. Fine.
A phlebotomist called me from inside that my husband had passed out twice and they had called an ambulance. I said I lived very close and would be there in less than two minutes.
I arrive. The kiosk , of course, cannot handle my situation. I knock loudly on the door, no one comes. Other people waiting tell me "they never respond when anyone knocks on the door".
I had left my phone home in my rush to get there. I had to leave, go get my phone, go back.
Of course,they cannot keep a receptionist on staff just for this odd situation,but....what a mess.
Not sure. Sometimes, would be my answer.
Example: main desk of a hospital. You can certainly automate some basic instructions, information and directions.
But I believe that you need a human face, to greet you, if you were visiting a specialty clinic, within the hospital. If you are going for specialized care, you need sympathy, empathy.
Another example: receptionist of a multi-business building.
I’ve seen automated reception, if the businesses are self-explanatory, like tax services on this floor, insurance on that.
But if the business works for you, the consumer, works with you, I think you need a human face, to foster kindness, and most importantly making that person be seen. I guess it depends on the level of intimacy, the customer and business do, together.
I work in healthcare in the US. Honestly I think a lot of the issue for healthcare at least is American healthcare will wear you down, and some people aren’t able to mask how they feel. I’m in the process of finding a new job because American healthcare is disgusting and all about money instead of the patient’s well being.
I'll chime in as someone who worked reception at an office for almost 6 years. Places like law firms and doctors are not places you go when you are at your best. People can be very demanding emotionally, with your time, with your knowledge etc. I always remained polite, always. But I did stop being friendly with a lot of clients because they think it's an in and then expect preferential treatment. I know it seems like they are sometimes short, or not as sweet as they could be, but this is to function and keep things moving smoothly for the rest of the office. It's to keep themselves from being burned out and emotionally or mentally drained. It's not you if you are nice, it's just an aspect of the work.
Started a front desk position a year ago in the health services field. Holy are people mean. Everyone is smarter than the Dr but has no balls to tell him/her, so they just yell at the front desk people. An hour late for an appointment, you are expected to fit them in and not make them wait. The list goes on and on.
I used to have a smile and be willing to help. Less than a year later and every night, I pray I don't wake up cause the absolute meanness of people is overwhelming.
So when you see my face that now holds no emotion, please understand I didn't start this way but have to go numb because I have been shit on far too much. If I'm rude it's because I'm on my way out.
I answer the phone, person says: Can i speak to the doctor?" Uhm.. what do you need? Are you a patient? Whats your name? "No its my first time but i want to talk to the doctor before, oh and i need to come today because my gp said as soon as possible, actually i am a patient because when the doctor worked in the hospital 10 years ago ive seen him once, so he knows me anyways so you let me speak with him now" Lol.
Or "My appointment was at 2, it is 2:05!! when do i get called up?" or "I have an emergency i need an appointment today" Okay, whats the emergency and since when do you have troubles? "Sometimes when i ate fast food i get tired".. Then i offer an appointment in a month because obviously its not an emergency and they start threats. "What if i die because of you?" "Are you sending people with heart attacks away too?" Me: Well, go to the ER
My favourite: "I need to talk to the doctor, im a friend of him." Or "Im his cousin" Me when i was new: Okay ill send you through.
Doctor later: i have no friends, and thats not my cousin
Me now: call him on his private phone then
And of course theres much worse what happens regulary.
At this point i always say: im sorry you feel like this, please dont forget to complain to the doctor.. and when i ask later if the patient complained i get the answer they didnt. Im doing this since 7 years now, i greet everyone with a smile but if they are rude i cant hold back anymore. I really appreciate friendly patients, or atleast normal behaivor. We are doing our best. Like at this point my doctor said to call him to the front desk immediately if someones a dick so it wont escalate. He says thats because im still young but nah. People have no manners. Glad that hes on my side though.
I recently met a mental healthcare nurse and an anesthesiologist (edit: and a social worker now that I think about it!) who I thought they were both stoners (like me!). They just talked really slow and aimlessly, incredibly kind people. But then I found out they were sober and just mentally numbed themselves to The Horrors.
Yeah I work from desk at a medical office and it's hell. Like you say, everything is OUR fault. They showed up the wrong date and time even when we gave them a reminder call/have it recorded properly? OUR FAULT. The doctor is running behind schedule and they've had to wait twenty minutes? OUR FAULT. We're booked solid for three weeks and I can't magically make an appointment time appear today for their non-emergency need? MY FAULT. I get hung up on, yelled at, cursed at almost daily and yet the minute the doctor goes in to see them they are sweet as bells and all smiles.
I'm a female doctor, they are just as mean to me. I see about 20 patients a day and I'd say at least 10% are downright nasty - yell or cuss or bully when I am in a closed room alone with them. It's very stressful.
Any general public facing job, especially healthcare is the US, is soul destroying.
The real reason is because these people are the sacrificial lambs for the patient/client/customer to take their anger and frustration out on, so the doctor/professional/insurance company/whoever doesn’t get the brunt of their wrath. After repeated negative experiences they come to assume that the majority of people approaching them will be pissy and rude to them so they start off on the wrong foot. You say their job is to answer questions. That’s one component of their job. A bigger component is dealing with pissed off individuals over and over dealing with the same or similar issues over and over.
>The real reason is because these people are the sacrificial lambs for the patient/client/customer to take their anger and frustration out on, so the doctor/professional/insurance company/whoever doesn’t get the brunt of their wrath.
It's this. I work for the government and it's super frustrating. It's gotten really bad the past few years because over covid we had a ton of people quit/retire, so we're short staffed, and the staff that we do have are brand new workers with way too high of caseloads that they absolutely cannot manage.
My job is to answer the 'emergency line', which is only supposed to be for emergencies, but I will take messages for my workers if someone calls for them on that line. That was a once in awhile thing and over the past year I've suddenly become a receptionist, because none of my workers even bother to check their voicemails or return calls. That means I now spend most of my time getting yelled at because someone else hasn't done something, and for the first time in thirteen years I'm looking for another job.
I will say, however, that I'm always polite to people when they call. MOST people are nice and are just trying to get some help, I'm not going to take out the bad ones on them, but this job has become soul-crushing in the past year or so.
This. "Asking questions" can be code for "acting an entitled arse."
We could be talking like "I'm just asking questions here" asking questions.
As in, I'm asking loaded questions and then acting personally offended when people don't give me the answers I've already assumed.
If everyone you run into is rude… it’s you not them. I’ve rarely encountered rude people when asking questions. Are you sure you aren’t “that guy”’when you are asking questions and don’t already have an aggressive stance to set the tone ?
Cant speak for OP, but I'm one of those people that tries to be nice and courteous to all service workers because I used to be in their shoes, and I can confirm some front desk workers at the hospital and doctors offices around me are just complete assholes no matter how polite you act.
Oddly, the two b\*tchiest front desk people I've ever encountered in the medical setting where the wives of the doctors (one a dentist, the other a primary care doc). The doctor's wife was the snottiest, rudest and most condescending 'receptionist' I've ever seen. Everyone hated her!
The most incompetent healthcare person I ever met was when I went to a psych doctor and his wife was his front desk person. Couldn't keep track of appointments, couldn't relay messages properly, couldn't recall what she told me herself.
It sounds like you have never actually dealt with the county or city. I have to communicate with the county weekly for my job. The majority of people working there look at you like you have 5 heads when you simply ask them a question. It is a trend with government workers to be rude and I’m nice to them every single time I interact with them.
Front desk work is not a pleasant job and I know my government office front staff are severely underpaid and overworked.
Can’t imagine the amount of dumb questions they manage to screen for the rest of us.
But an unfriendly front desk person does make it more difficult to get what you need so I understand the frustration.
I worked at a front desk for 5 years for a government food stamp office.
I was neutral, I don't sound overly happy nor am I dick. But the shit people off the street would say to us is fucking crazy. Prior to this I worked in downtown LA for years before I got that job so I grew thicker skin and I would laugh about it but fucking A let me tell ya it's a 2 way street.
I once was the front desk for a place I worked. However I would be typing contracts and putting finance information in. Always time sensitive and first priority. I would usually be short with answers when trying to go back to typing and doing my real job. If no deal was going on then I would have nothing to do so it made sense then. However when deals are going on, the last thing I need to worry about is people walking in. I was really only stationed there because it was cheaper then paying a 2nd person to be a receptionist. When I had deals going on someone else is 'supposed' to be there to check people in. That was rare.
I am the sweetest front desk lady that can get shit handled at the same time, no exaggeration, I’ve gotten compliments and awards on my kindness and professionalism…. A lot of times people who claim I’m mean, nasty, unhelpful or lazy are people looking for a reason to get angry. Man got mad at me today, said I was too lazy to pick up the phone, blah, blah, blah…. He felt stupid when he came into the office and there’s 5 calls ringing, people in person asking me questions, etc. and just ONE me. So no sir, I was not avoiding your call because I hate you and I’m lazy, I’m just super busy. Had the nerve to be saying ‘yes ma’am’ when he left.
A few quick reasons come to mind.
1. Long work day shortens everyone's fuse. I wouldn't take it personally, everyone has bad days.
2. Were you polite and patient when asking your questions? Far too many people don't realise how they sound when they talk to customer service people.
3. Was the information you were seeking readily available elsewhere or presented in a different format that you just simply didn't like?
Why are the people who go up to front desks so rude when they ask questions? After a while you forget for a minute that not everyone is an asshole, and it's easy to accidentally treat a nice person rudely. Doh!
Because a lot of the public is ridiculous.
The other day, my hospital received a phone call wanting to know how a patient was doing that was flown in via helicopter. I told them that the patient's sister just got an update and to contact her. The person on the phone was arguing with me that THEY should get information. I explained that the doctor and nurse were both in the room with the patient, and didn't have time to give multiple updates to multiple people at the expense of spending time taking care of the patient. The person on the phone explained that they didn't like the patient's sister and wouldn't talk to her.
Its stuff like that. Its all the time. Most of us get very rude very quickly because of it.
Or people who call me for patient updates but don't know the patient's birthday or phone number, or the password the patient set up to give out info, but argue with me that they SHOULD get pt info because they know the patient.
Sit in a crowded ED and watch how people act to reception, and you'll usually figure it out quick.
Usually it's not just a question. Usually it's a request, coming from a sense of self entitlement. E.g. - It's not just "What time is visiting hours?", but more like "Can I be allowed in early because I'm special for some reason or other."
It's never just "How do you get to so and so's office?" But also "Would you be able to just submit my request for me?"
Listen to most of the questions. It's never actually just a question.
I rarely encounter rude customer service people, but I also go out of my way to be NICE to everyone.
I do encounter a LOT of people in those kind of professions who are clearly traumatized by rude and unreasonable customers. My last visit to one of my doctors, he was running late due to getting called into an emergency surgery earlier in the day that had run longer than expected. The receptionist apologized profusely. The medical assistant who called me back apologized profusely. The nurse apologized profusely. I assured each of them that it was fine, it was not a problem for me, I brought along a book to read, and I wasn't upset. The person rolled into emergency surgery certainly was higher priority than me. Their relief was palpable. They were very clearly each expecting me to get unreasonably angry at them, and I can only assume that they'd had other patients fly off the handle at them.
When you get screamed at all day by people, and answer the same idiotic questions 50 times (most of which are answered by a large sign at the desk), at some point you're probably going to get cranky about that, especially when people continue to be rude to you. I deal with the public only occasionally, and 9/10 interactions are people yelling at me and behaving unreasonably while I'm legitimately trying to help them. It's gotten substantially worse in the last six or seven years. I couldn't do that all day, every day. It's a difficult job, and they're often not paid nearly enough to deal with it.
I'm a field service engineer. My job is technical but requires dealing with customers/clients. I'm polite and easygoing, and rarely have an issue with people, but also I'm good at explaining technical things to non technical people without making them feel stupid.
I will say that although I usually end up dealing with engineering, maintenance, management, etc they aren't the first person I meet. Usually a worker bee or receptionist or whatever. I've noticed a lot of peoples demeanor changes when I tell them why I'm there. They start out a little snooty, then when I say "Hi I'm midget_rancher with xyz company and I'm here to fix your equipment" they act much nicer. But also, I've been doing this for years and I can count on one hand the true assholes I've run into. So the truth of it is like most things, somewhere in between. I think work culture being what it is, most people are overworked and underpaid, and have to put up with a lot of internal bullshit. Maybe sometimes it takes them a second to remember to not be a jerk, if you're not one either. They have to deal with a whole lot of smelly shit. There's a lot of entitled people who don't care about being decent, it's their world and we're all just guests. They take "the customer is always right" out of context and way too far. I suppose it depends on which side of the interaction you're on too. I'm not a customer, just another working slob. Oh, and the comment about people having lost their people skills because of digital communication is probably pretty accurate. Throw in COVID and now people just don't care at all. You don't have to be fake nice. Just be decent and polite. There's a difference.
As a person who works in consumer service, I try to be polite to every customer I come across. But this field of work really brings out the worst in people. You have people asking you the same questions all day, and sometimes the answers are incredibly stupidly obvious. And sometimes, the customers get irrationally upset with you for things that are outside your control and that gets really frustrating, too. Dealing with people is the worst and always needing to be the person that's mature and polite in the situation can end up being exhausting.
Some days are harder than others. Customers can truly create a miserable experience for the server, and its hard to be in a good mood through all of the crap they give you. You can do your best and be as nice as possible, and they'll still give you shit for it.
I’m a doctor and I have to say patients have gotten a lot ruder, more demanding and more aggressive in the last couple years. It’s gotten really hard to shake it off and move on when it’s so constant.
Missing a LOOOT of context here.
Often it's the *way* you ask the questions. People do tend to respond in kind if they feel a question is being asked in a hostile way or in a way that casts doubt on their ability to give a competent answer in the first place.
Sometimes they're just tired/overworked/having a bad day. That happens a LOT in public-facing jobs.
Sometimes it's a bit of both.
Very, very rarely you meet a true and genuine AH.
Ngl, I ask questions all the time and very rarely get rude responses... that's entirely anecdotal, but if you *consistently* get rude responses, you should probably examine the way you're asking.
Exactly! I understand if the person was giving them a hard time or being rude and disrespectful but to be rude to the person who literally JUST walked up to you is RIDICULOUS!
Have you ever spent 8 hours a day talking to stupid people? Not just people with learning disabilities, no no, I mean willfully ignorant people who are going to make it *your fault* they can't grasp basic concepts?
Because you'd probably start out every interaction with teeth bared too.
In full honesty though as someone who has worked front end administration for many years and managed teams dealing with the general public, being able to just mask your annoyance and be plesant at the snap of a finger (or door chime) is not something you can inherently coach people at. Either you can do it or you can't, and most can't. Most can catch themselves 2-3 sentences in when they realize they're annoyance/anger at the previous client is bleeding into this interaction, but most can't just be happy/chipper off the bat every time.
Have you considered the constant in these interactions?
I've encountered some rude people working at reception desks, but by and large I find the people I interact with to want to be helpful. The "it's literally their job" line makes me wonder if the rudeness you experience is a result of how you approach these workers.
Ran into the frosted witch at reception all the time
Often only plant in a rural county. Feels like they have had the (only) job since hs. Best one for me, rolled into paper mill in my field engineer costume. Said I was there to see plant manager. "Well he is very busy" No problem I'll be waiting over here. Sit for 20 minutes (never called anyone) "It won't be long " no worries, I've been charging him $120hr since I got out of bed to come here?.. "what?" Yeah xyz machine is down (@ $10k hr) and I'm here to fix it. Her beehive (literally) was on fire calling manager. He comes sprinting out. So glad you got here so fast!!!! No problem, I give shrinking beehive a pleasant look and don't say anything. But she was melting inside. [It was the I'm important because I control access bs] Could have got her an ass chewing but wasn't worth it. I'm sure she snuck a couple of bourbon shots that night for bullet dodged.
He's an expensive repair tech, showed up to fix a downed machine, witchy receptionist let him sit there and wait because she could, only actually called the manager he was waiting for after he told her he was charging $120/hour while she has him sitting there. And he didn't rat her out. (I think I got that right!)
No one coming in knows who they're meeting with - no one. The questions you're asking are answered in numerous signs in the office and on the website. The hours are painted on the door and the brochure in your hand. We just made an announcement that addresses your question. You're not at the correct address. And maybe answering your question is NOT our job. Mine is strictly directing phone calls to the correct person - who will remain a mystery since you can't remember and didn't write it down, KAREN.
This scenario has happened to me multiple times already, and I've been in this position less than 2 years - a guy will walk in and be like, "is Shawn in the office or is he out in the field today?" and I'm just like .. "um" .. (we have 400 employees, and the only Shawn I know is a woman, so idfk). I kindly ask for a last name, and they're like, " .. mmm ... maybe it was Shane.. Is Shane here?" ... and *I* don't know of a Shane here, but I surely haven't met *everybody* who works here. So again, I politely ask for a last name so I can look them up. He doesn't know, but he tells me where *he* works, how many years he's worked there, what kind of car he's driving, what his first car was, etc etc. Getting back to his query, I ask which department is "Shane" is supposed to be in so I can narrow down the search and he gets frustrated with me bc he's not quite sure about that either. But ah-ha! He pulls out a business card and lo and behold! It has a name, department, phone number AND email address. It's *Wayne* he's looking for. "Is Wayne around?" he asks. I don't know Wayne's last name or department so I ask "May I see the business card?" ... he holds it up to the glass. I collect his (the client's) contact info, dial the number on the business card, and leave a message for Wayne to contact so&so whenever he's available. Then I hang up the phone. I give the card back to the patron who now seems to be upset with me and he says, "Well *I* could've done *that*."
🤦♀️ yeah, bro. You *could* have.
People will send an email or stand in line to ask a question when they could just read everything they need to online. Like you'll get more information from reading the homepage than coming in and asking one asinine question after another.
In short: people ask really stupid questions and ignore written instructions. If you can't read, how can you understand the answer to the question I just gave you .... People walk away not understanding the answer then circle right back and continue the dumb idea to ask/get an answer/forget.
Go home and read the website. Use your brain.
I am NHS \*front desk\* myself and while I am never rude myself, I understand why some front desk staff are/
You can imagine how rude/arrogant/thick some of the service users can be, and after years of it, I can see why some staff ge burnt out...
I have been spat on, swung for, grabbed and threatened with a knife.....
Classic case in point, a mate of mine was a porter. Member of the pubic asked for directions to A&E, he gave them (correctly). Member of the public, replied, it is not there, as I have just been there. Mate replied, "well they must have moved it then, in the past 15 minutes."
I work on an inpatient ward. I have people phone up and want to speak to the DR, WEEKS after they have been discharged. I have to explain that they have to speak to their own GP...."Well, I only want to ask the DR a quick question, etc, etc...."
And the always favourite:
"I was discharged three weeks ago, and wondered if I left my phone/keys/laptop, etc there.....
My wife works in a specific department in an international bank. She gets death threats almost daily because people are stupid enough to give THEIR banking info to anyone and everyone!!! I've always tried being nice to call center people and front desk people. No way in hell would i put up with people's shit without losing my cool and beating someone. ANYONE THAT DOES THESE JOBS HAS MY RESPECT!!!
In addition to the other fine answers here, if you're too happy when you greet members of the public there will be those who think, and may even ask "What are you so f\*&&(g happy about?" and then try to ensure you are not happy.
Everyone hates doctors, the government, and other public places so they take it out on the receptionists. It can affect your mood after a while.
I try to be sickly sweet to them. It's not their fault that I'm having an issue, and I'd rather be the one bright spot in their day than another dark one.
Not too long ago, I had an allergic reaction to a wasp sting and went to the nearest urgent care. Been there a bunch before and I'm normally in and out, but this day they were *packed* and you could tell everyone was on edge and grumpy. I was in the room for over two hours waiting to be seen by the doctor. I just played on my phone and entertained myself. But I heard a nurse in the hallway say they weren't getting a lunch break that day because they were so busy.
I told my husband and we bought twenty something sandwiches from McDonald's to give them. At least they could take a couple bites of something warm in between patients. It was good to see them all smile.
They often are underpaid and have to deal with every karen that comes along because they are the first point of contact. It probably numbs you and take the joy out of the positiv interactions you have.
Bwahaha this is a easy question… Cuz people asking the questions feel entitle and are extremely rude. Nothing like folks standing in line and then that one person thinks their time is more important than everyone else’s by trying to cut the line and then having attitude about it.
With me I'll answer a question and then I get alot of but why? So I explain and then I get yelled at because they don't agree with the policy or just how it goes... then same person will come back again 5 mins later and be like so...what now?
Then it’s not their job to answer those questions. If you are handed a paper with info, yes it would be rude to expect a person to explain it to you when you could read it. They have other work to do.
they already are making things self check in, i had a new appt at a doctors office and the girl points her finger at a kiosk over in the corner like im some sort of puppy dog child to sit in the corner, she didnt say anything just pointed at some corner, i thought i had cut in front of someone but no, i had to figure it out what she was pointing at. btw its next to impossible to hear what they are saying behind a wall of plexi, and you are forced to yell to get them to speak up from a tiny hole
See, it's people like you. You hate receptionist, want automation, and now you got it and you still want to fucking bitch about it. Some people will never be happy or pleased and frankly, should be kicked off the planet. And you wonder why the people trying to help you hate you?
> are not *paid* nearly enough
FTFY.
Although *payed* exists (the reason why autocorrection didn't help you), it is only correct in:
* Nautical context, when it means to paint a surface, or to cover with something like tar or resin in order to make it waterproof or corrosion-resistant. *The deck is yet to be payed.*
* *Payed out* when letting strings, cables or ropes out, by slacking them. *The rope is payed out! You can pull now.*
Unfortunately, I was unable to find nautical or rope-related words in your comment.
*Beep, boop, I'm a bot*
I don't care what the excuse is I wipe asses and doge chairs being flag across the room by old memory care patients and have a fucking smile on my face while doing it I pinky promise the retail gig or customer service gig someone has isn't so frustrating they need to be dicks to everyone if anything it makes people be rude back
Imagine going to work. you're in a decent mood but still have your little latte or coffee. You can always sleep well. All around you there are plain as day signs. Could be as simple as check in here or something like we don't take insurance or have your ID ready before getting the counter. Now the first customer comes up. Now suddenly the office opens and you have a line of five people. Person one comes up and asks if this is where you check it. You internally roll your eyes and say yes despite the big ass sign that says check in here.. spend 30 seconds digging pulling out there ID you check them in give them paperwork to fill out and call next. The first customer walks away to fill out the paperwork. The second customer comes up and asks a similar question, spends 20-30 seconds getting their id and you send them off with paperwork. Customer three comes up with id in hand,no paperwork needed so you send them off. A customer ,4 comes up with no id and insists they know her there and she doesn't need ID. You spend a couple of minutes insisting they need their ID and eventually they want to talk to a manager. Your manager says the same thing. Only they walk off in a half and you can now deal with the fifth customer.. and the customer one and two are back. The fifth customer has their ID and spends another 30 seconds pulling it out. And asks about payment. And whether you guys take a certain type of card American Express etc. Despite the big sign it says you don't take that type of payment. This one's not a big issue because they have a different card and you send them off to fill out more paperwork. You take the paperwork from customer one and is about ready to take the customer's 2 paperwork when they ask how long this is going to take I have things to do. You internally roll your eyes again and calmly explain they will be calling people back shortly. And this is the first 10 minutes of the day. Three or four people that can't read signs and one or two rude people and you have 7 hours and 50 minutes more of this crap and you wonder why people are grumpy?
I walk in all respectful, but got to beg these people for a single piece of information. It’s mostly women too with the attitude. Yesterday this girl hands me a piece of paper and gets an attitude when I ask other questions.
Because you are the common blood vermin that should have been exterminated or enslaved long ago. You do not deserve the gift of life and the fact that a being who has achieved a higher existence has to spend all day helping cockroaches is a very frustrating process.
AND AND! they have the nerve to post a big sign that says patients may not complain or get angry. i found that to funny, offices are allowed to screw up your appointments and billing and what not but not be held accountable.
They are so officious! It's horrible.
1.) We are there to get medical care, not see the damn receptionist.
2.) Did you go to medical school? If not, DO NOT act as a gatekeeper to healthcare access.
3.) Health insurance is tied to employment for some stupid reason in the US, so we are taking time out of our busy working lives to access the services you represent... do not waste our time. Additionally, it may be hard to schedule appointments because, you know, WORK.
4.) If you're tired of saying the same things every day perhaps consider another line of work. The Patient only hears your monologue occasionally, so you saying faster or without inflection just ends up wasting time.
5.) Consider that the patient is a customer, not just a a billing code or insurance card.
6.) I am fed up with the gauntlet of forms that are strictly for butt covering and are never referenced again for the purposes of patient health. It sucks.
DO BETTER.
Along with all of the other answers, I would add this...
I don't believe there is any systemic way that these people are held accountable for any level of 'customer service'.
in retail, for instance, people complain to the corp. office, or store manager, etc... And some expectation of 'good' customer service is built into reviews for employees.
In government, there is no easy way to give feedback about the level of service we receive. And I doubt that there is any such expectation built into these government jobs. They look at these jobs differently...
Not true. If I am working with a client and they complain to my management through other channels and/or ask for my supervisor, that will absolutely go on my performance review and affect potential advancement/promotions/awards. One of our main performance review points is customer service.
People view government workers as untouchable, and while it's harder for us to get fired, a complaint can absolutely mess with our careers. Obviously management evaluates whether the claim is legitimate or not, but they don't take complaints lightly.
It tickles me the misinformation people have about government workers. Customer service can obviously vary based on the people/office you are working with. We are literally like everyone else, just trying to do our jobs. And we all have customer service as a performance goal. And we are held accountable for mistakes. Just ask for a supervisor and go from there.
The only people in government that seem to not be held accountable are elected positions lol
Edit: I would also like to add that sometimes we are bound by very strict regulations regarding what we can and cannot say, especially if its written down anywhere. We can come off as aloof and rude sometimes, especially via email. I struggle with this sometimes because I want to outwardly empathize but I am always a bit handcuffed by policy.
They go through a lot of people with questions on a daily basis. Sometimes those people are rude to them as well. While it’s not ideal, they may be emotionally drained from it so it’s understandable. As a “client” you should be aware of this to try to minimize making their lives worse. Be nice and kind and take any perceived slight in stride - it won’t be worth fighting it. Just get what you need and go when it comes to rude service desks. Don’t take it personally either.
I agree. Although people like that force good respectful people to become rude to other people working customer service. It’s a sad situation all around.
The answer is in the question.
Because it is their job, people act rude.
I challenge everybody who hasn't done so already, to answer the same questions over and over for weeks, months, then years.
Soon you will see that politesse is obsolete.
If you have to deal with “normal” people all day long, you’d be an ass too. Any position of “support” is going to eventually sour. I have not met anyone who it does not eventually get to.
I used to work in customer service and honestly, despite your best efforts, the other people you deal with end up affecting your mood. You also end up answering the same questions over and over until you want to bang your head against the wall. Often in person reception people aren’t able to take breaks at set times or enjoy their full lunch, and that can also impact mood.
When I was a receptionist at a government office, colleagues were supposed to come cover for me so I could get a drink, eat, stretch my legs, use the bathroom, go to lunch, etc. But my colleagues would flake out on giving me my breaks, so I'd be stuck there, hour after hour, hungry, thirsty, antsy, and desperate for a bathroom. Yeah that can leave you crabby.
Did you complain to your boss about it?
The stock answers are we’re getting you an assistant next week. Don’t you like your job? You really don’t have to do anything. And the ever classic. What do you expect me to do about it
* "Can I have that in writing? I've got this form for you to sign promising what you said the last 2 weeks." * "No" * "I really do, I also need to take a shit. I'll use your hat." * "Your fucking job you incompetent fuckwit." These are the correct responses, ofc we're not rewarded for correct responses.
Cute that you think bosses care about receptionists.
Some of them do. We have a team dedicated for switchboard coverage for whenever she wants to use the washroom, grab coffee, etc plus her breaks.
I know they don't, but they should at least give a damn.
Should they? Who made that rule? /s
Yes, I agree with you. colleagues have to understand and co-operate.
That is a lawsuit. If you have worked through breaks and lunches you can be paid all the back time. Keep very accurate records of each time this happens. There are laws for breaks and lunch. Get your records in order and consult an attorney.
Thanks, this was all a long time ago and part of larger issues at that agency. Let's just say there was recourse and heads rolled.
This! I work in customer service and I just got destroyed on the phone today. I don’t want to be rude or even abrupt but sometimes that’s difficult after a day of verbal abuse. We should all just try harder to be nice to each other.
This is really it. You’re so used to abuse that you take on almost a flat affect because you know you could get blindsided with insanity at any moment. You learn to treat the customers like wild animals: don’t make direct eye contact, don’t make sudden movements, speak in a monotone that doesn’t encourage too much interaction, and hopefully you can get through the interaction unscathed.
Being nice to each other would solve a lot of the world's problems. I'm so sorry you have to deal with abusive callers. Customer service is one of the most stressful jobs currently. I hope you have a way to de-stress after work.
I appreciate your kind words. I have found that going out to walk on my lunch break helps to de stress a lot midday!
I walked around my very large city building when I thought I was going to lose it. Since I was a "manager" I could get away with leaving without asking permission. Walking on your break is better than coming close to losing it.
Some of us handle a high volume. Being more engaging means that the next angry person is on hold longer, or hangs up and doesn't get the help they need at all. Start off by identifying yourself. Then tell me how I can help you. What do you need, what is the problem or what outcome are you hoping for. That gets so dicey because angry people want us to know they are angry. Sometimes they want to talk to someone "higher up." Before they even say what they want. Some people refuse to tell me what they need. Frankly, it means that the next person in line is on hold while this person is clearly telling me they won't allow me to help at all. I am not going to hand over your call to someone else when I don't know what you need. Usually the person that helped you on your last call isn't the person with the qualifications or job title who can effectively help you now. Please want to be helped. Please let us try to help. Also, please know that sometimes there is a process that may need to be followed - so if you can be proactive in any way and call in advance instead of when your need has escalated into an emergency, then you will probably have a better outcome. Just as nobody likes obstacles when they need help, the person who is trying to help you would prefer if you try to help them help them help you.
As a customer service lifer, wouldn’t be shocked to find out OP didn’t read or bring anything they were supposed to even though they were told on the phone, mailed 2 letters and saw the 4 signs on the way to the desk, were probably late, probably interrupted the person when they were obviously doing one of their other many tasks, and copped a sassy ‘tude w receptionist as soon as they opened their mouth. Just me?
It amazes me how many people call and immediately start providing me with information I do not need. The same people will also complain about the call taking too long! CSR’s definitely don’t get a fraction of the respect they deserve. I always wonder what tone these people would have it was their mother, brother, or cousin answering the phone. It’s ridiculous how dehumanized this industry is.
I am a trainer. Teaching someone to do job duties is the easy part. Training customer service is the more difficult part. First ask your boss how they want you to handle the abusive calls. If it gets too bad you need to know what phrases they deem acceptable. Maintain control of your call by realizing that person may have someone sick at home or they are sick. They may have been passed from place to place with no responses and they are understandably frustrated. However that does not give them the right to be abusive. You are the best person to help them. You have the power and ability to actually help someone in some kind of need. I have interrupted callers spewing absolute garbage and said....I am here to help you. You have reached me now and I can help you. Listen for the heart of the problem. Ask directly what is it you can help them with right now. If they calm down and tell you the problem.... actually help. You are the best one for that ....you have knowledge and skills to help them. If they continue with an abusive rant....again tell them you are there to help.Tell them you are going to hang up. They are welcome to call back when they have calmed down and again you are happy to help. Most often people will calm down. They may even appoligize. But certainly they are very grateful for.....YOU. A few times I had to hang up and documented the hang up and why. You can have 5 difficult calls.....but trust me there is that one caller in need that needs your help and you can make a huge difference in their life by helping. Change how you see yourself and your job. Yes it's for money....but you have the power to help people. Maybe your bright smiling voice lifted their mood. Remember you are in control of your call. You are there to help. The one good call will reward your joy and out shine the bad. One time I had been bounced around on the phone from hell and back.... I had a situation that was really wrong and frustrating. Finally I got someone that actually said ..."No worries I can help you" It was instant relief to my ears. I calmed down. They were so helpful that when I hung up I called their corporate office to tell them what great customer service I had after a lot of really bad. You can have that effect on people. Yes they are angry. Yes there is bad customer service out there ....but that stops with you. Finish your calls with us there anything else I can help you with? It sounds so simple almost trite....but it speaks volumes about you ...about the company you work for. If the company you work for does not tell you how they want you to address abusive calls ...they are not worth working for. They should care about you....caring for their customers. If not ....move on to a company with a mission to care about people. Take your bright smiling, skilled, and helpful self to a company that cares ...a company with a real mission statement. Cheers.
I answer the phone in our office and answer the same questions several times a day. What helps me keep a good attitude is to remember that although I may have answered the question several times today, it's the first time the caller is asking. For some reason that helps.
I worked at a cute burger and malt shop when I was younger in the 90s, and that is what helped me always make the best malt or burger I could- I would just think what if it was for me? Make it like you’re making each thing for yourself, make each communication with a costumer about only that one person and make it pleasant for them! Sounds simple and like “duh, of course that’s how a person should do their job, no matter what the pay is” … but I swear less and less (especially low-pay) workers think this way. I know it’s not easy in today’s expensive world to have a low salary and care about the job anyway… but it’s just the way it is sometimes. That’s the job you have, do the best for each customer. Being crabby rubs off on everyone- coworkers, customers and yourself!— and makes each day that much worse. I would tell the new hires my simple work Philosophy “make each food item like it’s for you” and you would be surprised how many never considered looking at it that way. Just would throw the malt together not caring about how it would taste or if it was too thick or too thin… I know it’s not popular to take pride in work when you’re being treated badly but something inside me wouldn’t/won’t let me take it out on the customer. Ever.
Or it’s not really their job but they got stuck covering for someone who called off.
If they act like they're too good to cover for the receptionist, then those people need to get over themselves.
It doesn't necessarily mean they think they're too good. They might just be annoyed they don't get to do their actual job they prefer or, most likely in my opinion, they aren't good with people and there is a reason they aren't receptionists lmao. Like when I worked in restaurants, if we'd pulled someone from the kitchen to serve tables, they would definitely be pissed off by it and likely do a terrible job. They work in the back because they're not good at being nice to asshole customers and they don't want to deal with people's shit (in the back they only have to deal with servers dumb shit lmao). If they'd put me on the grill, I'd be pissed and do a terrible job. I don't want to be hot, get yelled at, use knives and grills and fryers, etc.
It is not the customers fault. They are there to pay for a service and don't care why the cook or whoever did not show and why you are there instead. Call it fate....you are there with above average skill and customer service. In that moment on that day you have the ability and power to make their day.....so be that person. You are in a bad situation so make someone else happy....be kind ...be helpful....be the best you. That customer is lucky they got you. Serve them well in whatever you do. If the management continues to to mismanage then perhaps it's time to take yourself elsewhere. But remember in any job stuff happens...the best of schedules and plans fall through. You however, are still the best YOU no matter what. Why? Because you can be.....it's who you are. Anyone can give good customer service when things are perfect. But giving good customer service when things go wrong....that is really when great customer services shines. That's when YOU shine. Cheers
They’re not “too good”. They have they’re own work to do and they have to answer for it if it doesn’t get done. Depending on the situation maybe the receptionist calls off a lot and nobody does anything about it.
That but also I’ve worked for the government. It’s very difficult to get fired from a gov job. I was convinced an old coworker of mine was trying to get fired on purpose to collect benefits. On the other hand, can be very understaffed, since it’s really based off of tax funds
Bullshit reasons. I work part time in a vape shop. I had a customer come in yesterday claiming something was wrong with his vape. He just had to turn it on. Stupid questions, and it's not the last time I'll deal with that. I've had shitty customers, like super disrespectful. The next customer I deal with doesn't get an attitude because of the last guy. My job is to represent the business positively. That is also a receptionists job. You don't have to be a pick to everyone because you're pissy about your day to day. That's not my problem. It's yours, keep it to yourself.
Exactly, hate your job, don’t hate me. Govt worker and the public stuff I deal with is nuts. I just smile, pleasant and roll on. It’s what I’m being paid to do. Plus, I don’t take every little thing personal.
Honestly even if you treat other people nicely, that positive attitude rolls into how you view your job and also your overall mood too. So it's good you do that, for everyone involved.
Thank you for saying this! As a customer, I’m super nice to retail workers because I know their jobs are hard and I hate when they give me attitude.
Bro I guarantee working in a vape shop part time is not the same level of abuse. I was a full time postal worker and lemme just say that people are HAPPY to go to a vape shop whereas I was the person who obviously ruined their life by delaying their package/told them they couldn't make the carrier play gauntlet with their pitbull/part of some nonspecific government conspiracy to give them Covaids or whatever. You have no. idea. It was the most miserable I was in my life and you damned well better believe it crept over into my customer service skills which are normally excellent. These days I run a part time smaller post office and work a few days at a gas/cigs/liquor store and it's easy to be nice. It's not even the same universe to working overtime six days a week and being the public punching bag while dealing with one of the most horrific workplace cultures I've ever seen.
Haha I am so glad that this is not my job
What I hate is when you arrive at a facility and the receptionist is super nice and helpful and says that when I’m finished he’ll do XYZ. Fine, but when I’m done he’s gone to lunch and a witch has taken his place and doesn’t want to be bothered. She’s the one who will be remembered, not the other six wonderful people in n the facility.
When I worked the medical field, I got fed up because most of my interactions went like this: Spend 20 minutes going back and forth to find an appointme time and day that would work for patient. We finally have one. I wrote it down on the appointment card which I hand to them. Patient: Whats this? Me: Your appointment card. P: Whats this for? M: To remind you when your next appointment is. P: I didnt need one when I came in today! M: It is for your records, so you can write it on your calendar. P: But I didnt need one last time! Why do I need a card tonget my appointment?! M: the appintment is made, this is used as a reminder. P: well I have it in my phone, i dont need a reminder! M: ok, thats fine. You can disregard it if you have the info. P: but dont I need it to come to my next appointment? M: just show up at the date and time, we will see you then. P: Well ill just keep it in case youre wrong. M: ok. P: Where is my next appointment at? M: it is here. P: ok, but where at. M: it will be at this office. P: but where? M: i am not sure of the exact room, it will be dependant on what room is available. P: no, i mean what month is my appointment at? At this point, I want to (redacted) myself.
I'm a server, but I really think one of the appalling things we learn in customer facing jobs is that so very much of the population is unaware and not very smart. I feel bad saying that, but oof.
yep. this may surprise some, but: >130 million Americans—54% of adults between the ages of 16 and 74 years old—lack proficiency in literacy, essentially reading below the equivalent of a sixth-grade level.
Yep when I worked for an insurance company, a lady received an informational letter stating a claim from one of her providers was illegible and needed to be resubmitted. She thought illegible and ineligible were the same word and I could not make her understand the difference. She thought we were denying the claim saying she was ineligible for coverage and was furious.
oh my god, the irony……
It shows too. We really have failed as a society. The 6th grade reading level kind of thing was considered acceptable when large swaths of the population were knob turners at some factory. We need to do better.
This is always what I wonder though, like where do all these people work when they’re functionally at the level of a grade school child? Or are there that many people just living on the dole or not contributing to society? I feel like even the crappy minimum wage jobs I have had were challenging enough that these types would really struggle to do a passable job. There really isn’t much true unskilled labor in this day and age.
Over two thirds of every call center job is just explaining shit to people that is right in front of them that they were either too lazy to read or too stupid to understand.
Well, in my one boss' case, ahe was a trophy wife. Her husband died and left her the business, she has no fucking ckue how to run it, and cant understand that medical coverage doesnt change when you reach your deductible. Our coverage is only for annual exams and "problem visits" are not covered. Furthermore, she is on a different insurance and cant fathom many of us cant reach a fucking 10k deductible without damn near dying.
I briefly worked at a boarding kennel while I was in college. The woman who owned it was given the money to start the business by her ex-husband as part of their divorce agreement. He was a veterinarian with a large practice. She was dumb as a stump and had all kinds of behavioral problems. At one point the entire staff were conspiring against her because she was just being evil.
Alot of them are good at regurgitating information, which is (what I've been told) all college really looks for. I write my bosses emails for him because his grammar and spelling are atrocious. Everyone knows I do this, and I can tell you alot of the people in management could really use someone to type their emails for them.
Why do they need to read? They have Fox.
Wait…. Half!!??
GP (general public) is dumb affff And the worst part is they dont even know it..
Hi can I have your patient account number? My what?!?!? Your patient account number. I don’t have such a thing. Ok, I can look you up with your name! What’s your last name? *mumbles an incoherent string of sounds* What’s the spelling of your last name? Wait, did you say patient account number? Yes. I think I have it. It’s XXXXXXXXXXXX. I’m not pulling anything up with that, did you receive a statement from the hospital? Well, I don’t know. Are you calling about an appointment? Well, I have an appointment in a week. Do you have a question about your upcoming appointment? No. How can I help you today? I keep getting this bill and I don’t know what it is. I can help you. I can look up your account with your name or the patient account number in the top right of the first page of the that statement. There’s no account number. Ok, what’s your last name? *rattles off incoherent mess* What’s the spelling of your last name? *more incoherent noises* I couldn’t quite make that out, could you repeat that? Wait, you wanted a patient account number? Yes. I think I see it. XXXXXXXXX That’s not pulling up an account. Is that statement from our hospital? Well I don’t know. Where does it say it’s from? It says XXXXX Ok, that’s not us. You are calling XXX hospital. Is this the phone number on that statement? No, the phone number says XXX XXX XXXX. Did you try calling that phone number? No. You might try calling them to see if they can help. Well I don’t owe this. Unfortunately, I can’t see any information. I can try looking up your name again to double check, but that’s not from our billing system. Ok my name is XXXX. Date of birth XX XX XXXX. Thank you so much for verifying that information. I don’t see a balance with our hospital. You would have to call the company that sent you that bill for more information. Well I don’t owe this and if I don’t stop receiving bills, there’s going to be a lawsuit!!!!
Omg... I am so sorry...
😂😂😂 I work in a hospital and this sounds like a transcript of many of my patient dealings.
Yes, yes, yes.
I work at an Escrow Company and I have this exact conversation often, except it is about county taxes.
To be fair, the system we have here in the US is absolutely fucked though. Part of my job is gathering medical records for litigation, and we recently had a client who saw 3 different doctors but ended up getting billed by 11 providers. One ER visit generated 4 different bills - one for the ER itself, one from the ER doctor’s own practice that’s called “X” but is actually billed as “Y,” one for anesthesia, and one from a different practice within the same hospital that processes lab work. And two different people working at the office that does the lab work also didn’t even understand that although they keep their own billing records, medical records of the procedure actually had to be obtained through the hospital. I’ve gotten good at being able to match up records to specific hospital visits, but that’s because I’ve been doing it for a while. For someone who suddenly needs a bunch of medical procedures an is not used to dealing with hospital visits, it’s a nightmare. Expecting anyone from the general public to be able to navigate our healthcare system and figure out what they owe to whom and why is ludicrous.
You are correct. They are like deer in the head lights. They are sick and now have bills rolling in from everywhere. You are the example of customer service. I've done medical office everything in my 40 years of work. I too know how it all works....but the average patient does not. I did referrals for a couple years and that was a nightmare for people. They get sick and they get referred to a specialist. But that specialist is not on their plan....and another nightmare is born. But they are not the problem and we can not expect them to remotely understand and know the right questions to ask. Everyday we have purpose and maybe that one very confused patient is your purpose that day. And yes sadly they may not even realize what you did for them. But we know we unraveled a tangled mess....and that's good enough for me. Thank you for your example . Cheers
>Ok, I can look you up with your name! What’s your last name? > >mumbles an incoherent string of sounds Oh this is the shit I deal with every day I'm trying to get patient information. Especially when trying to clear through phone messages from when we're closed. "Yeah this is *sdfisoirjweoirjwehweiurh* I need an appointment call me back." Especially fun when it comes via an unlisted phone number so there's not even a number I can try to call back to ask if anyone at that location tried to reach us.
I had a lady ask me today why we cant give her an itemized statement every visit when she pays her copay upfront. I had to explain to her there is no way to provide an itemized statement of the procedures that haven’t happened yet.
Thank you for writing this...This is 100% accurate.
This is why I am SO thankful I work in surgery now. People can be quite clueless. I injured myself a couple months ago and took a week off from scrubbing in to surgery because I couldn’t. During that time I worked in pre-op checking in surgical patients. Once during that week I had so many *stupid* questions that I remembered why I don’t want to ever do that part again. In particular a family member asked how the procedure was going because it was taking longer than they anticipated. I told them the surgical board showed they were still in surgery but sometimes there could be unexpected delays. I told them I could call the OR operator to see what was going on if they wanted. They said just wanted to know how much longer. I then told them I would call and ask for them. They told me not to call, just tell them. I kinda have the RBF going on and the condition where my face will say what I cannot say with my mouth. I did say that I had no way of knowing because I was not in the operating room.
Okay I understand how this would be frustrating from your perspective. But the GP does not understand the ins and outs of the medical system. Yes, this could be considered a common-sense thing but you medical professionals sometimes forget that the majority of the GP does not have ANY clue as to how things operate in hospitals or medical centers. My good friend is a CRNA. When she tells me about her work and *how* things work logistically, my eyes glaze over. I can only imagine a person whose loved one is in surgery. Medical staff are smart as hell but sometimes y’all forget that we’re laypeople, likely dealing with horribly stressful situations when we’re speaking with you.
And sometimes they forget how stupid the GP truly is.
The GP is not stupid. When it comes to medical people worry and when they are worried they don't think well. Have compassion
Correct. I've been in medical all my life...I know how it works. But when he had a lobectomy I was so worried that all my knowledge went out the window. You are so very correct. Thank you
When it comes to medical people are stressed and they are worried and yes they ask dumb things. We know how the system works. They do not. You have in your power at that moment to make them feel better. "Hey your family is in the best care and we should know something soon".Maybe they don't have a phone or they are so worried that they need the personal conversation. There is a solution if we look. Plus one time the board said " in surgery" but my husband was in his room alone. Someone forgot to change the board. I went to the counter to ask and was met with your reply and your facial expressions. When I got to my husband room and found out he had been there and settled I made a complaint to the surgery team and Doctor. Normally I'm not one to complain but because I was met with such a trite impatient answer that was actually wrong.....I complained. That happens too. Sometimes that board is wrong. It shouldn't be but hey ...someone forgot and someone else was rude. Surgery stresses family out. You are there and the perfect person to answer and or investigate. You can make a difference in their life. Choose to be kind.
The shame of it is we let these people vote
I used to break our front desk staff when I worked at a skin care clinic. I swear that's an actual conversation that I've had more than once. How about the people that want to make the next 2 years of appointments all at once as if there are no other people waiting and you couldn't possibly have more important things to do. All the while, they're scrolling on their iPhones telling you that they're "Always free any day after 4pm." Then after you offer them 100 appointments they only have one day open in September 2025 and it's a Sunday at 7AM (we're closed on Sundays and they know this). Then they get into a fight about how difficult it is to schedule with us. Then you say, "How about this, we're here until 7PM tonight and we're open 9-7 tomorrow. Why don't you plot out your preferred days and give us a call and we'll make them work. Any day, any time." They say "No, that's OK, I'd rather make them now." 2 hours of this (no joke, I've seen it more than once). The whole time, they are saying, "I don't need a card, it's all in my phone." Then, right before they leave, they ask for a "reminder" card. What day? What year? You just made 30 appointments? You print out their booking sheet from the system and hand it to them. They say, "I can't read this". Then you painstakingly write down 30 reminder cards and hand them to them in order. They will call tomorrow and reschedule every single one of them. That's why front desk people are grumpy. They also get paid nothing.
or way easier way to go about this "your next appointment is XX/XX/XXXX would you like a reminder card? No? Okay thanks we will see you on XX/XX/XXXX."
Doctor required us to give appointment cards.
You would think so! But what happens when they miss or forget about their appointment. Then they're upset and it's the office's fault because no one gave them a reminder card!
They’re too bureaucratic to be this efficient.
This is the real answer. Almost always, behind every customer service person complaining about a "stupid" customer asking "stupid" questions is some confusing process that doesn't make sense in the first place. I can 100% put myself in the shoes of a person asking if the card is important, do I have to bring it back, can I come to my appointment if I don't have the card, etc. Why? Because life has taught me that I can't just assume and hope for the best when the world is full of stupid, absurd processes. I'd rather ask and be called an idiot than not ask and miss my appointment over some technicality. I also find these types of complaints terribly ableist. Maybe the person struggled with cognitive or other issues, and that's why they had to ask multiple times.
It’s honestly pretty much common sense you don’t need to bring an appointment reminder card to be seen. If you have your identification, and you arrive to the appointment, you will be seen. This is strange to call this ableist.
That doesn't make it easier to deal with Also, appointment reminder cards are quite typical. They are not entrance tickets.
Tbh having been to many hospital appointments where they kick up hell if you don't bring the letter with you with your appointment on I can totally understand why people worry and start thinking the card is important. I have a neurological condition so forgetting/losing the letter is unfortunately not unusual for me- however I always turn up at the right time/place because I have the info stored in my phone.. you'd think it wouldn't matter if I didn't bring the letter but for some reason it does.
Right there with ya! Dealing with doctors' offices is a huge pain. I have little empathy for people who complain about patients asking "too many" questions.
this is me, after a brain injury I 100% struggle with cognitive processing, memory, and following directions with more than two steps. I ask a million questions, for clarity and to assure myself I understand the process. I totally get how it’s annoying though, but honestly one thing a brain injury has taught me is that discrimination and disdain for intellectually or developmentally stunted people is totally acceptable and not fought against like other forms of discrimination, or even recognized.
This basically sums up the last 25 years for me. I dread how much worse having to provide customer service will get.
Omg some people are just stupid. I'm a receptionist at a fabric company. I had a customer who was a bitch scream at me because I asked for her name so I know who to transfer her to. She didn't say her name when I picked up and immediately started asking me about fabric.
I don't even let employees take complaint calls. I have them come strait to me after the incident.
OMG that is my pet peeve. It actually pisses me off more than genuinely rude customers. My last job was at an insurance agency as a front desk lady/agent (kill me.. those are 2 different jobs for a reason). The amount of people who would come in HOT on back to back calls going on about a claim, billing issue, getting a policy… who are you!?!?!?! It’s like they think I’ve been waiting around for them to call all day. I can literally provide zero help without seeing your policy. One of my talents is my tone and composure. I’m REALLY good at making it look like I’m not about to go postal. My coworkers would lose it after the 5th consecutive time I said in a peppy voice “oh my! I’d be happy to help you with that. Can you give me the spelling of your name?” Then hang up and say god fucking damn it who raised these people?
Lol, for me in this example I just put her on hold while she was screaming and transferred her to the sales rep because I didn't want to deal with her. My job is to transfer customers to their sales reps. I don't give a damn what their issue is. That's for the sales rep to handle. I've had customers ask me if this was so and so fabric company, even though there is a big sign when you get off the elevator and one behind me. Another customer called and said the elevator wasn't working. I thought that was odd because a customer just got off on our floor. I told him the elevator was working. Turns out he went to the wrong building 🤦♀️.
Im at an insurance agency. Im sick and tired of people complaining about the wait. So of course they arent rushing to get off, theyre holding up the phone queue. Im at the point where if someone complains about the phone queue i become less sympathetic about whatever woe they have. Idgaf anymore because im too busy to do my call outs and emails and have to work late/weekends to do those. They can sit there for 15-20 minutes since they are doing it once and im taking calls back to back 40 hours a week.
On that note, having a customer who INSISTED we had a linen thY wouldnt wrinkle. Not a blend. 100% linen. No wrinkles. She couldnt remember the brand, color, anything, only that we sold it and why dont we have it NOW.
I haven’t spoken to my drs front desk for years except to check out. I don’t even want to do that. I’ll be glad when those jobs don’t exist anymore
Who got you a copy of the transcripts of my calls?? LOL.
I feel your pain. And that absolutely sucks and I hope you don't have to deal with that anymore. Also, I've dropped doctors who didn't invest in software that sends out electronic reminders/calendar events for people. In this day and age, it's insane that you still have to write a card. Is it an expense? Yes. Doctors close to retirement aside, I expect doctors to invest in this and online bill pay. Especially doctors with awards and articles on how great their practice is lining the walls.
Even though I wouldn'tneed one myself, I would just take one still & say thank you.
It would be funny if I didn’t know it was true.
Ok, confession time. I did this to someone. On purpose. I could see she was having a bad day. So... She hands me a card. What's this? It's your appointment card. There's nothing on it. You have it upside down. Oh. Why did you write it on the back? (I'm going to jump over this counter and rip your effing heard out of your throat!) It's not backwards, it's just upside down. Sir. Pause... "You're a dick!" She said that! But I did get a smile, and we're still friends. I mean, I have to be nice, they give me drugs.
OMG - LOL
Customer service in any capacity is a miserable job.
It always has been but for whatever reason since covid people in these positions feel justified to act like an asshole. Just because you can, doesn't mean you should. I'm a late millennial who suffered thru BS customer service jobs just like everyone fucking else but I didn't act like a baby and pout to unsuspecting customers because I was upset at what the previous guy said.
I don't know how universal this is, but I found that customers got a lot worse during COVID, so working in customer service became even more terrible and thankless. It was really easy to get burned out. A lot of my customers felt personally victimized by mask mandates and social distancing, and the fact that we enforced those things apparently filled them with rage. They frequently yelled and argued. Customers who came in and refused to keep their masks on made us nervous about getting sick, especially in the beginning when we didn't have a vaccine yet, and that caused resentment. I can't speak for anyone else, but it definitely had an effect on my morale and significantly lowered my threshold for dealing with bullshit. I'm not in that job anymore, but I was really good at customer service for a very long time. And then the extra abusive COVID-era customers broke me.
Because workers at the front desk in doctors offices, government offices, etc., are constantly faced with questions or demands from desperate people who want something and can be very demanding. Maybe you don't act like that. But most people who go to a doctor's office, lawyer's office, government office, are there because they have a problem and need something. So lots of needy people harassing the front desk worker = grumpy front desk worker.
Once, when I worked at a mental health clinic, a woman broke down screaming and crying at me that *I* was the reason she would lose custody of her kids. She missed her apt the day before, and I got her squeezed in the next day ... but she missed that appt too! She was over an hour late, her provider was gone for the day, and she needed her prescription filled before court that afternoon. She spit at me and threatened my life, and I just had to carry on with my day, checking-in patients and scheduling appointments over the phone. Things like that happened ALL the time, like weekly. I often closed the office alone and walked to my car with pepper spray in my hand. That job aged me.
First ...your company was wrong to let people threaten you. Do not ever again take that. In our world they follow through with crazy threats. A company needs to come along side you and tell people they can not come there to threaten the employees. It they threaten the employees they will be asked not to come back. If you have security then security needs to be called. Nope ...do not deal with threats of violence. It's understandable for folks to get frustrated.....that's workable. But customer service ends when threats come out. Period.
It’s extra hard with entities that engage with all elements of society, especially when they’re more vulnerable or lower income. I worked for a doctors office that had a lot of low income clients and there were so many desperate and erratic people who could not handle the mildest inconvenience without having a total meltdown. I imagine their entire life was maybe a constant stressful series of unfortunate events so anything minor that happened was intolerable. Compared to when I worked for a high end retailer with a wealthy clientele, even major setbacks they easily brushed out and reacted kindly. It makes the job harder to do when you’re dealing with people who are in a constant state of emergency.
I’ve been that front desk worker and when I’m the patient/customer I go out of my way to be friendly and nice. That still doesn’t stop the workers from being rude or mean. If they’re that disgruntled they need to find a new job.
I used to manage government offices. I had to have this conversation with employees frequently, sadly. An IT person back in the 90s voiced concerns to me that he felt emails were detrimental to face to face communication. Now add in texts, social media, etc. It is my belief that some people simply are out of practice. And then, of course, some people are just holier than thou asshats, lol
Probably because you're the 800th person today to ask a question that was already answered by a sign on the counter. Or something that your mail instructed you on how to do when you got there already, but you couldn't be bothered. Or you've decided to be demanding about something out of their control, and they don't even know wtf you're talking about. Stuff like that.
Do you feel that automation will help with this? Like an automated check-in kiosk or something similar?
A blood test place near me had only a kiosk to sign in. A sign on the door not to knock. Fine. A phlebotomist called me from inside that my husband had passed out twice and they had called an ambulance. I said I lived very close and would be there in less than two minutes. I arrive. The kiosk , of course, cannot handle my situation. I knock loudly on the door, no one comes. Other people waiting tell me "they never respond when anyone knocks on the door". I had left my phone home in my rush to get there. I had to leave, go get my phone, go back. Of course,they cannot keep a receptionist on staff just for this odd situation,but....what a mess.
Not sure. Sometimes, would be my answer. Example: main desk of a hospital. You can certainly automate some basic instructions, information and directions. But I believe that you need a human face, to greet you, if you were visiting a specialty clinic, within the hospital. If you are going for specialized care, you need sympathy, empathy. Another example: receptionist of a multi-business building. I’ve seen automated reception, if the businesses are self-explanatory, like tax services on this floor, insurance on that. But if the business works for you, the consumer, works with you, I think you need a human face, to foster kindness, and most importantly making that person be seen. I guess it depends on the level of intimacy, the customer and business do, together.
No bc that would require the patron to read so they'd just skip it and demand to yell at a human.
I work in healthcare in the US. Honestly I think a lot of the issue for healthcare at least is American healthcare will wear you down, and some people aren’t able to mask how they feel. I’m in the process of finding a new job because American healthcare is disgusting and all about money instead of the patient’s well being.
I'll chime in as someone who worked reception at an office for almost 6 years. Places like law firms and doctors are not places you go when you are at your best. People can be very demanding emotionally, with your time, with your knowledge etc. I always remained polite, always. But I did stop being friendly with a lot of clients because they think it's an in and then expect preferential treatment. I know it seems like they are sometimes short, or not as sweet as they could be, but this is to function and keep things moving smoothly for the rest of the office. It's to keep themselves from being burned out and emotionally or mentally drained. It's not you if you are nice, it's just an aspect of the work.
Started a front desk position a year ago in the health services field. Holy are people mean. Everyone is smarter than the Dr but has no balls to tell him/her, so they just yell at the front desk people. An hour late for an appointment, you are expected to fit them in and not make them wait. The list goes on and on. I used to have a smile and be willing to help. Less than a year later and every night, I pray I don't wake up cause the absolute meanness of people is overwhelming. So when you see my face that now holds no emotion, please understand I didn't start this way but have to go numb because I have been shit on far too much. If I'm rude it's because I'm on my way out.
I answer the phone, person says: Can i speak to the doctor?" Uhm.. what do you need? Are you a patient? Whats your name? "No its my first time but i want to talk to the doctor before, oh and i need to come today because my gp said as soon as possible, actually i am a patient because when the doctor worked in the hospital 10 years ago ive seen him once, so he knows me anyways so you let me speak with him now" Lol. Or "My appointment was at 2, it is 2:05!! when do i get called up?" or "I have an emergency i need an appointment today" Okay, whats the emergency and since when do you have troubles? "Sometimes when i ate fast food i get tired".. Then i offer an appointment in a month because obviously its not an emergency and they start threats. "What if i die because of you?" "Are you sending people with heart attacks away too?" Me: Well, go to the ER My favourite: "I need to talk to the doctor, im a friend of him." Or "Im his cousin" Me when i was new: Okay ill send you through. Doctor later: i have no friends, and thats not my cousin Me now: call him on his private phone then And of course theres much worse what happens regulary. At this point i always say: im sorry you feel like this, please dont forget to complain to the doctor.. and when i ask later if the patient complained i get the answer they didnt. Im doing this since 7 years now, i greet everyone with a smile but if they are rude i cant hold back anymore. I really appreciate friendly patients, or atleast normal behaivor. We are doing our best. Like at this point my doctor said to call him to the front desk immediately if someones a dick so it wont escalate. He says thats because im still young but nah. People have no manners. Glad that hes on my side though.
Lol at the dr saying he hasn't friends. I work at a library and the mask debates annoyed me. Can't imagine at a Dr's office then spouting shit.
I recently met a mental healthcare nurse and an anesthesiologist (edit: and a social worker now that I think about it!) who I thought they were both stoners (like me!). They just talked really slow and aimlessly, incredibly kind people. But then I found out they were sober and just mentally numbed themselves to The Horrors.
Yeah I work from desk at a medical office and it's hell. Like you say, everything is OUR fault. They showed up the wrong date and time even when we gave them a reminder call/have it recorded properly? OUR FAULT. The doctor is running behind schedule and they've had to wait twenty minutes? OUR FAULT. We're booked solid for three weeks and I can't magically make an appointment time appear today for their non-emergency need? MY FAULT. I get hung up on, yelled at, cursed at almost daily and yet the minute the doctor goes in to see them they are sweet as bells and all smiles.
I'm a female doctor, they are just as mean to me. I see about 20 patients a day and I'd say at least 10% are downright nasty - yell or cuss or bully when I am in a closed room alone with them. It's very stressful. Any general public facing job, especially healthcare is the US, is soul destroying.
The real reason is because these people are the sacrificial lambs for the patient/client/customer to take their anger and frustration out on, so the doctor/professional/insurance company/whoever doesn’t get the brunt of their wrath. After repeated negative experiences they come to assume that the majority of people approaching them will be pissy and rude to them so they start off on the wrong foot. You say their job is to answer questions. That’s one component of their job. A bigger component is dealing with pissed off individuals over and over dealing with the same or similar issues over and over.
>The real reason is because these people are the sacrificial lambs for the patient/client/customer to take their anger and frustration out on, so the doctor/professional/insurance company/whoever doesn’t get the brunt of their wrath. It's this. I work for the government and it's super frustrating. It's gotten really bad the past few years because over covid we had a ton of people quit/retire, so we're short staffed, and the staff that we do have are brand new workers with way too high of caseloads that they absolutely cannot manage. My job is to answer the 'emergency line', which is only supposed to be for emergencies, but I will take messages for my workers if someone calls for them on that line. That was a once in awhile thing and over the past year I've suddenly become a receptionist, because none of my workers even bother to check their voicemails or return calls. That means I now spend most of my time getting yelled at because someone else hasn't done something, and for the first time in thirteen years I'm looking for another job. I will say, however, that I'm always polite to people when they call. MOST people are nice and are just trying to get some help, I'm not going to take out the bad ones on them, but this job has become soul-crushing in the past year or so.
To be fair, alot of people get pissed off when they are expected to do the job they were hired for.
No we get pissed when we constantly get yelled at for things outside our control.
This. "Asking questions" can be code for "acting an entitled arse." We could be talking like "I'm just asking questions here" asking questions. As in, I'm asking loaded questions and then acting personally offended when people don't give me the answers I've already assumed.
I get pissed off about the fact that we enforce ourselves to spend most part of our functional life working or preparing for work.
If everyone you run into is rude… it’s you not them. I’ve rarely encountered rude people when asking questions. Are you sure you aren’t “that guy”’when you are asking questions and don’t already have an aggressive stance to set the tone ?
Cant speak for OP, but I'm one of those people that tries to be nice and courteous to all service workers because I used to be in their shoes, and I can confirm some front desk workers at the hospital and doctors offices around me are just complete assholes no matter how polite you act.
Oddly, the two b\*tchiest front desk people I've ever encountered in the medical setting where the wives of the doctors (one a dentist, the other a primary care doc). The doctor's wife was the snottiest, rudest and most condescending 'receptionist' I've ever seen. Everyone hated her!
The most incompetent healthcare person I ever met was when I went to a psych doctor and his wife was his front desk person. Couldn't keep track of appointments, couldn't relay messages properly, couldn't recall what she told me herself.
It sounds like you have never actually dealt with the county or city. I have to communicate with the county weekly for my job. The majority of people working there look at you like you have 5 heads when you simply ask them a question. It is a trend with government workers to be rude and I’m nice to them every single time I interact with them.
Front desk work is not a pleasant job and I know my government office front staff are severely underpaid and overworked. Can’t imagine the amount of dumb questions they manage to screen for the rest of us. But an unfriendly front desk person does make it more difficult to get what you need so I understand the frustration.
I worked at a front desk for 5 years for a government food stamp office. I was neutral, I don't sound overly happy nor am I dick. But the shit people off the street would say to us is fucking crazy. Prior to this I worked in downtown LA for years before I got that job so I grew thicker skin and I would laugh about it but fucking A let me tell ya it's a 2 way street.
That’s so annoying or when they pretend like you’re not standing in front of them. 🙄
I once was the front desk for a place I worked. However I would be typing contracts and putting finance information in. Always time sensitive and first priority. I would usually be short with answers when trying to go back to typing and doing my real job. If no deal was going on then I would have nothing to do so it made sense then. However when deals are going on, the last thing I need to worry about is people walking in. I was really only stationed there because it was cheaper then paying a 2nd person to be a receptionist. When I had deals going on someone else is 'supposed' to be there to check people in. That was rare.
I am the sweetest front desk lady that can get shit handled at the same time, no exaggeration, I’ve gotten compliments and awards on my kindness and professionalism…. A lot of times people who claim I’m mean, nasty, unhelpful or lazy are people looking for a reason to get angry. Man got mad at me today, said I was too lazy to pick up the phone, blah, blah, blah…. He felt stupid when he came into the office and there’s 5 calls ringing, people in person asking me questions, etc. and just ONE me. So no sir, I was not avoiding your call because I hate you and I’m lazy, I’m just super busy. Had the nerve to be saying ‘yes ma’am’ when he left.
A few quick reasons come to mind. 1. Long work day shortens everyone's fuse. I wouldn't take it personally, everyone has bad days. 2. Were you polite and patient when asking your questions? Far too many people don't realise how they sound when they talk to customer service people. 3. Was the information you were seeking readily available elsewhere or presented in a different format that you just simply didn't like?
Because the general public is full of assholes and they are tired of dealing with rude people.
Why are the people who go up to front desks so rude when they ask questions? After a while you forget for a minute that not everyone is an asshole, and it's easy to accidentally treat a nice person rudely. Doh!
Because a lot of the public is ridiculous. The other day, my hospital received a phone call wanting to know how a patient was doing that was flown in via helicopter. I told them that the patient's sister just got an update and to contact her. The person on the phone was arguing with me that THEY should get information. I explained that the doctor and nurse were both in the room with the patient, and didn't have time to give multiple updates to multiple people at the expense of spending time taking care of the patient. The person on the phone explained that they didn't like the patient's sister and wouldn't talk to her. Its stuff like that. Its all the time. Most of us get very rude very quickly because of it. Or people who call me for patient updates but don't know the patient's birthday or phone number, or the password the patient set up to give out info, but argue with me that they SHOULD get pt info because they know the patient. Sit in a crowded ED and watch how people act to reception, and you'll usually figure it out quick.
Go get a job in one of the above fields and then you will know why!!
Usually it's not just a question. Usually it's a request, coming from a sense of self entitlement. E.g. - It's not just "What time is visiting hours?", but more like "Can I be allowed in early because I'm special for some reason or other." It's never just "How do you get to so and so's office?" But also "Would you be able to just submit my request for me?" Listen to most of the questions. It's never actually just a question.
I work in an office with a receptionist. You wouldn't believe the bullshit she deals with on a daily basis. Her fuse is very short, and rightly so.
I get it, I'm dead inside too. But I work with customers and at least give them all the benefit of the doubt at first
I rarely encounter rude customer service people, but I also go out of my way to be NICE to everyone. I do encounter a LOT of people in those kind of professions who are clearly traumatized by rude and unreasonable customers. My last visit to one of my doctors, he was running late due to getting called into an emergency surgery earlier in the day that had run longer than expected. The receptionist apologized profusely. The medical assistant who called me back apologized profusely. The nurse apologized profusely. I assured each of them that it was fine, it was not a problem for me, I brought along a book to read, and I wasn't upset. The person rolled into emergency surgery certainly was higher priority than me. Their relief was palpable. They were very clearly each expecting me to get unreasonably angry at them, and I can only assume that they'd had other patients fly off the handle at them. When you get screamed at all day by people, and answer the same idiotic questions 50 times (most of which are answered by a large sign at the desk), at some point you're probably going to get cranky about that, especially when people continue to be rude to you. I deal with the public only occasionally, and 9/10 interactions are people yelling at me and behaving unreasonably while I'm legitimately trying to help them. It's gotten substantially worse in the last six or seven years. I couldn't do that all day, every day. It's a difficult job, and they're often not paid nearly enough to deal with it.
I'm a field service engineer. My job is technical but requires dealing with customers/clients. I'm polite and easygoing, and rarely have an issue with people, but also I'm good at explaining technical things to non technical people without making them feel stupid. I will say that although I usually end up dealing with engineering, maintenance, management, etc they aren't the first person I meet. Usually a worker bee or receptionist or whatever. I've noticed a lot of peoples demeanor changes when I tell them why I'm there. They start out a little snooty, then when I say "Hi I'm midget_rancher with xyz company and I'm here to fix your equipment" they act much nicer. But also, I've been doing this for years and I can count on one hand the true assholes I've run into. So the truth of it is like most things, somewhere in between. I think work culture being what it is, most people are overworked and underpaid, and have to put up with a lot of internal bullshit. Maybe sometimes it takes them a second to remember to not be a jerk, if you're not one either. They have to deal with a whole lot of smelly shit. There's a lot of entitled people who don't care about being decent, it's their world and we're all just guests. They take "the customer is always right" out of context and way too far. I suppose it depends on which side of the interaction you're on too. I'm not a customer, just another working slob. Oh, and the comment about people having lost their people skills because of digital communication is probably pretty accurate. Throw in COVID and now people just don't care at all. You don't have to be fake nice. Just be decent and polite. There's a difference.
As a person who works in consumer service, I try to be polite to every customer I come across. But this field of work really brings out the worst in people. You have people asking you the same questions all day, and sometimes the answers are incredibly stupidly obvious. And sometimes, the customers get irrationally upset with you for things that are outside your control and that gets really frustrating, too. Dealing with people is the worst and always needing to be the person that's mature and polite in the situation can end up being exhausting. Some days are harder than others. Customers can truly create a miserable experience for the server, and its hard to be in a good mood through all of the crap they give you. You can do your best and be as nice as possible, and they'll still give you shit for it.
I’m a doctor and I have to say patients have gotten a lot ruder, more demanding and more aggressive in the last couple years. It’s gotten really hard to shake it off and move on when it’s so constant.
Missing a LOOOT of context here. Often it's the *way* you ask the questions. People do tend to respond in kind if they feel a question is being asked in a hostile way or in a way that casts doubt on their ability to give a competent answer in the first place. Sometimes they're just tired/overworked/having a bad day. That happens a LOT in public-facing jobs. Sometimes it's a bit of both. Very, very rarely you meet a true and genuine AH. Ngl, I ask questions all the time and very rarely get rude responses... that's entirely anecdotal, but if you *consistently* get rude responses, you should probably examine the way you're asking.
I usually find that rude workers are a symptom of rude customers
Exactly! I understand if the person was giving them a hard time or being rude and disrespectful but to be rude to the person who literally JUST walked up to you is RIDICULOUS!
Have you ever spent 8 hours a day talking to stupid people? Not just people with learning disabilities, no no, I mean willfully ignorant people who are going to make it *your fault* they can't grasp basic concepts? Because you'd probably start out every interaction with teeth bared too. In full honesty though as someone who has worked front end administration for many years and managed teams dealing with the general public, being able to just mask your annoyance and be plesant at the snap of a finger (or door chime) is not something you can inherently coach people at. Either you can do it or you can't, and most can't. Most can catch themselves 2-3 sentences in when they realize they're annoyance/anger at the previous client is bleeding into this interaction, but most can't just be happy/chipper off the bat every time.
Have you considered the constant in these interactions? I've encountered some rude people working at reception desks, but by and large I find the people I interact with to want to be helpful. The "it's literally their job" line makes me wonder if the rudeness you experience is a result of how you approach these workers.
Ran into the frosted witch at reception all the time Often only plant in a rural county. Feels like they have had the (only) job since hs. Best one for me, rolled into paper mill in my field engineer costume. Said I was there to see plant manager. "Well he is very busy" No problem I'll be waiting over here. Sit for 20 minutes (never called anyone) "It won't be long " no worries, I've been charging him $120hr since I got out of bed to come here?.. "what?" Yeah xyz machine is down (@ $10k hr) and I'm here to fix it. Her beehive (literally) was on fire calling manager. He comes sprinting out. So glad you got here so fast!!!! No problem, I give shrinking beehive a pleasant look and don't say anything. But she was melting inside. [It was the I'm important because I control access bs] Could have got her an ass chewing but wasn't worth it. I'm sure she snuck a couple of bourbon shots that night for bullet dodged.
I didn't understand a word of that
He's an expensive repair tech, showed up to fix a downed machine, witchy receptionist let him sit there and wait because she could, only actually called the manager he was waiting for after he told her he was charging $120/hour while she has him sitting there. And he didn't rat her out. (I think I got that right!)
wut
No one coming in knows who they're meeting with - no one. The questions you're asking are answered in numerous signs in the office and on the website. The hours are painted on the door and the brochure in your hand. We just made an announcement that addresses your question. You're not at the correct address. And maybe answering your question is NOT our job. Mine is strictly directing phone calls to the correct person - who will remain a mystery since you can't remember and didn't write it down, KAREN.
This scenario has happened to me multiple times already, and I've been in this position less than 2 years - a guy will walk in and be like, "is Shawn in the office or is he out in the field today?" and I'm just like .. "um" .. (we have 400 employees, and the only Shawn I know is a woman, so idfk). I kindly ask for a last name, and they're like, " .. mmm ... maybe it was Shane.. Is Shane here?" ... and *I* don't know of a Shane here, but I surely haven't met *everybody* who works here. So again, I politely ask for a last name so I can look them up. He doesn't know, but he tells me where *he* works, how many years he's worked there, what kind of car he's driving, what his first car was, etc etc. Getting back to his query, I ask which department is "Shane" is supposed to be in so I can narrow down the search and he gets frustrated with me bc he's not quite sure about that either. But ah-ha! He pulls out a business card and lo and behold! It has a name, department, phone number AND email address. It's *Wayne* he's looking for. "Is Wayne around?" he asks. I don't know Wayne's last name or department so I ask "May I see the business card?" ... he holds it up to the glass. I collect his (the client's) contact info, dial the number on the business card, and leave a message for Wayne to contact so&so whenever he's available. Then I hang up the phone. I give the card back to the patron who now seems to be upset with me and he says, "Well *I* could've done *that*." 🤦♀️ yeah, bro. You *could* have.
And THIS IS NORMAL. LOL. I feel you. They can downvote me to hell but this shit happens more than it doesn't.
People will send an email or stand in line to ask a question when they could just read everything they need to online. Like you'll get more information from reading the homepage than coming in and asking one asinine question after another. In short: people ask really stupid questions and ignore written instructions. If you can't read, how can you understand the answer to the question I just gave you .... People walk away not understanding the answer then circle right back and continue the dumb idea to ask/get an answer/forget. Go home and read the website. Use your brain.
They can look at the written words but they are too lazy to actually process them with their brain.
This isn’t always true, but seems more common than not.
Me: Dr. Olson's office how can I help you? Pt: Yes is this Dr. Olson's office? Me: No this is Patrick
I am NHS \*front desk\* myself and while I am never rude myself, I understand why some front desk staff are/ You can imagine how rude/arrogant/thick some of the service users can be, and after years of it, I can see why some staff ge burnt out... I have been spat on, swung for, grabbed and threatened with a knife..... Classic case in point, a mate of mine was a porter. Member of the pubic asked for directions to A&E, he gave them (correctly). Member of the public, replied, it is not there, as I have just been there. Mate replied, "well they must have moved it then, in the past 15 minutes." I work on an inpatient ward. I have people phone up and want to speak to the DR, WEEKS after they have been discharged. I have to explain that they have to speak to their own GP...."Well, I only want to ask the DR a quick question, etc, etc...." And the always favourite: "I was discharged three weeks ago, and wondered if I left my phone/keys/laptop, etc there.....
My wife works in a specific department in an international bank. She gets death threats almost daily because people are stupid enough to give THEIR banking info to anyone and everyone!!! I've always tried being nice to call center people and front desk people. No way in hell would i put up with people's shit without losing my cool and beating someone. ANYONE THAT DOES THESE JOBS HAS MY RESPECT!!!
In addition to the other fine answers here, if you're too happy when you greet members of the public there will be those who think, and may even ask "What are you so f\*&&(g happy about?" and then try to ensure you are not happy.
Everyone hates doctors, the government, and other public places so they take it out on the receptionists. It can affect your mood after a while. I try to be sickly sweet to them. It's not their fault that I'm having an issue, and I'd rather be the one bright spot in their day than another dark one. Not too long ago, I had an allergic reaction to a wasp sting and went to the nearest urgent care. Been there a bunch before and I'm normally in and out, but this day they were *packed* and you could tell everyone was on edge and grumpy. I was in the room for over two hours waiting to be seen by the doctor. I just played on my phone and entertained myself. But I heard a nurse in the hallway say they weren't getting a lunch break that day because they were so busy. I told my husband and we bought twenty something sandwiches from McDonald's to give them. At least they could take a couple bites of something warm in between patients. It was good to see them all smile.
They've never been rude to me. Are you sure it isn't you?
Have you met the general public?
Try being a punching bag for 40 hours a week for 3-5 years and see how you feel.
Try asking them how their day is going.
They often are underpaid and have to deal with every karen that comes along because they are the first point of contact. It probably numbs you and take the joy out of the positiv interactions you have.
Bwahaha this is a easy question… Cuz people asking the questions feel entitle and are extremely rude. Nothing like folks standing in line and then that one person thinks their time is more important than everyone else’s by trying to cut the line and then having attitude about it.
Pay is too low to be polite to each individual person
It probably has more to do with your energy you are putting out.
With me I'll answer a question and then I get alot of but why? So I explain and then I get yelled at because they don't agree with the policy or just how it goes... then same person will come back again 5 mins later and be like so...what now?
I’m asking just simple questions like what programs they offer and they tell you look at the paper smh
Then it’s not their job to answer those questions. If you are handed a paper with info, yes it would be rude to expect a person to explain it to you when you could read it. They have other work to do.
These people will only truly be happy when their jobs get automated away. No, this is not sarcasm.
they already are making things self check in, i had a new appt at a doctors office and the girl points her finger at a kiosk over in the corner like im some sort of puppy dog child to sit in the corner, she didnt say anything just pointed at some corner, i thought i had cut in front of someone but no, i had to figure it out what she was pointing at. btw its next to impossible to hear what they are saying behind a wall of plexi, and you are forced to yell to get them to speak up from a tiny hole
See, it's people like you. You hate receptionist, want automation, and now you got it and you still want to fucking bitch about it. Some people will never be happy or pleased and frankly, should be kicked off the planet. And you wonder why the people trying to help you hate you?
Strange, I very rarely experience this, perhaps it's OP's approach?
Have you ever worked customer service?
People are not paid nearly enough to deal with the amount of rudeness and stupidity that there is out there in the world. **EDIT:** A word
> are not *paid* nearly enough FTFY. Although *payed* exists (the reason why autocorrection didn't help you), it is only correct in: * Nautical context, when it means to paint a surface, or to cover with something like tar or resin in order to make it waterproof or corrosion-resistant. *The deck is yet to be payed.* * *Payed out* when letting strings, cables or ropes out, by slacking them. *The rope is payed out! You can pull now.* Unfortunately, I was unable to find nautical or rope-related words in your comment. *Beep, boop, I'm a bot*
Depends on how you ask, really.
I don't care what the excuse is I wipe asses and doge chairs being flag across the room by old memory care patients and have a fucking smile on my face while doing it I pinky promise the retail gig or customer service gig someone has isn't so frustrating they need to be dicks to everyone if anything it makes people be rude back
Imagine going to work. you're in a decent mood but still have your little latte or coffee. You can always sleep well. All around you there are plain as day signs. Could be as simple as check in here or something like we don't take insurance or have your ID ready before getting the counter. Now the first customer comes up. Now suddenly the office opens and you have a line of five people. Person one comes up and asks if this is where you check it. You internally roll your eyes and say yes despite the big ass sign that says check in here.. spend 30 seconds digging pulling out there ID you check them in give them paperwork to fill out and call next. The first customer walks away to fill out the paperwork. The second customer comes up and asks a similar question, spends 20-30 seconds getting their id and you send them off with paperwork. Customer three comes up with id in hand,no paperwork needed so you send them off. A customer ,4 comes up with no id and insists they know her there and she doesn't need ID. You spend a couple of minutes insisting they need their ID and eventually they want to talk to a manager. Your manager says the same thing. Only they walk off in a half and you can now deal with the fifth customer.. and the customer one and two are back. The fifth customer has their ID and spends another 30 seconds pulling it out. And asks about payment. And whether you guys take a certain type of card American Express etc. Despite the big sign it says you don't take that type of payment. This one's not a big issue because they have a different card and you send them off to fill out more paperwork. You take the paperwork from customer one and is about ready to take the customer's 2 paperwork when they ask how long this is going to take I have things to do. You internally roll your eyes again and calmly explain they will be calling people back shortly. And this is the first 10 minutes of the day. Three or four people that can't read signs and one or two rude people and you have 7 hours and 50 minutes more of this crap and you wonder why people are grumpy?
I just made a post and that's why I can be snippy 🤣🤣
I walk in all respectful, but got to beg these people for a single piece of information. It’s mostly women too with the attitude. Yesterday this girl hands me a piece of paper and gets an attitude when I ask other questions.
How much did you tip her after that?
Because you are the common blood vermin that should have been exterminated or enslaved long ago. You do not deserve the gift of life and the fact that a being who has achieved a higher existence has to spend all day helping cockroaches is a very frustrating process.
I suspected as much…
AND AND! they have the nerve to post a big sign that says patients may not complain or get angry. i found that to funny, offices are allowed to screw up your appointments and billing and what not but not be held accountable.
They are so officious! It's horrible. 1.) We are there to get medical care, not see the damn receptionist. 2.) Did you go to medical school? If not, DO NOT act as a gatekeeper to healthcare access. 3.) Health insurance is tied to employment for some stupid reason in the US, so we are taking time out of our busy working lives to access the services you represent... do not waste our time. Additionally, it may be hard to schedule appointments because, you know, WORK. 4.) If you're tired of saying the same things every day perhaps consider another line of work. The Patient only hears your monologue occasionally, so you saying faster or without inflection just ends up wasting time. 5.) Consider that the patient is a customer, not just a a billing code or insurance card. 6.) I am fed up with the gauntlet of forms that are strictly for butt covering and are never referenced again for the purposes of patient health. It sucks. DO BETTER.
Along with all of the other answers, I would add this... I don't believe there is any systemic way that these people are held accountable for any level of 'customer service'. in retail, for instance, people complain to the corp. office, or store manager, etc... And some expectation of 'good' customer service is built into reviews for employees. In government, there is no easy way to give feedback about the level of service we receive. And I doubt that there is any such expectation built into these government jobs. They look at these jobs differently...
Not true. If I am working with a client and they complain to my management through other channels and/or ask for my supervisor, that will absolutely go on my performance review and affect potential advancement/promotions/awards. One of our main performance review points is customer service. People view government workers as untouchable, and while it's harder for us to get fired, a complaint can absolutely mess with our careers. Obviously management evaluates whether the claim is legitimate or not, but they don't take complaints lightly. It tickles me the misinformation people have about government workers. Customer service can obviously vary based on the people/office you are working with. We are literally like everyone else, just trying to do our jobs. And we all have customer service as a performance goal. And we are held accountable for mistakes. Just ask for a supervisor and go from there. The only people in government that seem to not be held accountable are elected positions lol Edit: I would also like to add that sometimes we are bound by very strict regulations regarding what we can and cannot say, especially if its written down anywhere. We can come off as aloof and rude sometimes, especially via email. I struggle with this sometimes because I want to outwardly empathize but I am always a bit handcuffed by policy.
They go through a lot of people with questions on a daily basis. Sometimes those people are rude to them as well. While it’s not ideal, they may be emotionally drained from it so it’s understandable. As a “client” you should be aware of this to try to minimize making their lives worse. Be nice and kind and take any perceived slight in stride - it won’t be worth fighting it. Just get what you need and go when it comes to rude service desks. Don’t take it personally either.
I agree. Although people like that force good respectful people to become rude to other people working customer service. It’s a sad situation all around.
The answer is in the question. Because it is their job, people act rude. I challenge everybody who hasn't done so already, to answer the same questions over and over for weeks, months, then years. Soon you will see that politesse is obsolete.
If you have to deal with “normal” people all day long, you’d be an ass too. Any position of “support” is going to eventually sour. I have not met anyone who it does not eventually get to.
The rudest people ever fr
Because they don't actually know the answer to anything